Senior Customer Success Manager, Industry

About Braze

At Braze, we’re a genuinely approachable, exceptionally kind, and intensely passionate team. We set high standards, champion teamwork, and create work-life harmony as we navigate rapid global growth while striving for greater equity and opportunity—inside and outside our organization.

To flourish here, you must be prepared to set a high bar for yourself and those around you. Autonomy, accountability, and openness to new perspectives are essential to our success. Our deep curiosity to learn and eagerness to share diverse passions injects a one-of-a-kind vibrancy into our culture.

If you are driven to solve exhilarating challenges and have a bias toward action in the face of change, you will be empowered to make a real impact here with a sharp and passionate team at your back.

Responsibilities

• Partner with Account Executives to ensure commercial alignment and drive client renewals, retention, and net retention targets.
• Serve as your customers’ main point of contact and trusted advisor at Braze.
• Drive feature adoption by building a shared Success Plan with customers, providing strategic guidance, enablement, and day-to-day advice to help them achieve their objectives with Braze.
• Foster customer advocacy by building strong relationships and creating mutual value for customers and Braze.
• Proactively analyze customer product usage to identify opportunities and risks to account health.
• Maintain ongoing contact with customers through ad hoc communications, regular check-ins, events, and Executive Business Reviews.
• Advocate for customers by soliciting and synthesizing product feedback to contribute to product development.
• Provide continuing education to maximize product usage, identifying new or unused Braze features that could provide value and represent upsell opportunities.
• Coordinate with other Braze teams—including Technical Support, Industry Solutions, and Deliverability Services—to ensure seamless customer support.
• Work with Onboarding Managers and other Customer Success Partners to transition clients from onboarding to ongoing activity.
• Act as a point of escalation for customers.
• Provide mentorship to junior colleagues.
• Spend time onsite with customers and may travel internationally.

Requirements

• Established customer success professional with a track record in customer success or a related role, seeking to progress your career with enterprise customers (1,000+ employees).
• Excellent communicator with exemplary written and verbal skills, coupled with unparalleled follow-up abilities.
• Experience working with medium and large technology companies that move fast and build new customer experiences quickly.
• Known as a “team player” who builds strong relationships with colleagues and customers.
• High level of intellectual curiosity, seeing opportunity and growth in learning more about your work and its impact.
• Proven track record managing complex, high-value accounts or projects with sophisticated clients, multiple stakeholders, and competing priorities.
• Strong time management skills; ideally, significant project management experience and/or formal certifications (PMP, Agile, etc.).
• Technical domain knowledge of two or more of the following: SaaS, Mobile, APIs, Marketing Automation, Direct Marketing, Analytics, or Programming (HTML, etc.).
• 3-6 years of relevant experience in Onboarding, Customer Success, Implementations, or Project Management.

Pay

For candidates based in the United States, the pay range for this position at the start of employment is expected to be between $84,000 and $132,000/year, with an expected On Target Earnings (OTE) between $99,000 and $156,000/year (including bonus or commission). Your exact offer may vary depending on market location, job-related knowledge, skills, and experience. In addition to cash compensation, this role qualifies for a comprehensive Total Rewards package that includes equity grants of restricted stock (RSUs).

Benefits

• Competitive compensation that may include equity.
• Retirement and Employee Stock Purchase Plans.
• Flexible paid time off.
• Comprehensive benefit plans covering medical, dental, vision, life, and disability.
• Family services, including fertility benefits and equal paid parental leave.
• Professional development supported by formal career pathing, learning platforms, and a yearly learning stipend.
• A curated in-office employee experience designed to foster community, team connections, and innovation.
• Opportunities to give back to your community, including an annual company-wide Volunteer Week and donation matching.
• Employee Resource Groups that provide supportive communities within Braze.
• Collaborative, transparent, and fun culture recognized as a Great Place to Work®.

About Braze

Braze is the leading customer engagement platform that empowers brands to Be Absolutely Engaging™. Built on a foundation of composable intelligence, BrazeAI™ allows marketers to combine and activate AI agents, models, and features at every touchpoint for smarter, faster, and more meaningful customer engagement. From cross-channel messaging and journey orchestration to AI-powered decisioning and optimization, Braze enables companies to turn action into interaction through autonomous, 1:1 personalized experiences.

The company has been consistently recognized as a Leader in marketing technology by industry analysts and was named a G2 “Best of Marketing and Digital Advertising Software Product” in 2026. Braze was also named a 2026 Best Places to Work by Built In, a 2025 America’s Greenest Companies by Newsweek, and a 2025 Fortune Best Workplace in Technology™ by Great Place To Work®. Braze is certified as a Great Place to Work® in the U.S., the UK, Australia, and Singapore. The company is headquartered in New York with offices in Austin, Berlin, Bucharest, Chicago, Dubai, Jakarta, London, Paris, San Francisco, São Paulo, Singapore, Seoul, Sydney, and Tokyo.