Customer Success Manager, Global SMB - job 1 of 2

As a Customer Success Manager at Braze, you will be responsible for driving product adoption and helping SMB clients realize the full value of our platform. This includes offering strategic recommendations, managing client accounts, delivering product expertise during business reviews, and collaborating closely with Account Managers to ensure a seamless customer experience.

To excel as a Customer Success Manager at Braze, candidates should possess exceptional written and verbal communication skills, demonstrate a high level of intellectual curiosity, and have experience managing multiple accounts. A background in SaaS, marketing automation, or APIs is preferred, alongside a commitment to teamwork and providing outstanding customer support.

Braze’s approach to customer success for SMB accounts involves analyzing data to drive product adoption and actively engaging with clients to provide tailored recommendations. The Customer Success Manager will collaborate with other internal teams to transition clients smoothly from onboarding to active users, ensuring they receive optimal support throughout their journey.

The work culture at Braze is one of collaboration, transparency, and empowerment. As a Customer Success Manager, you’ll be part of a supportive and passionate team focused on innovative solutions. Braze values work-life harmony and encourages continuous learning and mentoring among employees.

At Braze, we are committed to your professional growth. As a Customer Success Manager, you'll have access to formal career pathing, learning platforms, and a yearly learning stipend, enabling you to continually develop your skills and expand your expertise within the company.

When encountering a dissatisfied client, it's crucial to listen actively and empathize with their concerns. Begin by acknowledging their feelings and asking clarifying questions to get to the root of the problem. Then, propose actionable solutions and check in regularly to ensure their satisfaction, demonstrating your genuine commitment to their success.

In answering this question, highlight your hands-on experience with SaaS products you've worked with, focusing on how you helped clients drive adoption and value. Share specific examples where your input directly improved customer engagement or resolved complex issues, showcasing your technical understanding and customer-centered approach.

To drive product adoption, I adopt a personalized approach, utilizing client data to tailor recommendations and training sessions. I also encourage regular check-ins and feedback loops, helping clients understand new features and capabilities that can enhance their workflows while establishing a strong relationship based on trust and transparency.

Effective prioritization starts with assessing the needs and urgency of each account. I use a systematic approach to organize my tasks based on client impact, level of engagement, and renewal timelines. Setting clear objectives and timelines helps me manage my workload efficiently while ensuring that all clients receive proper attention.

I measure success by tracking key performance indicators such as product usage rates, customer satisfaction scores, and renewal rates. I also gather qualitative feedback from clients to better understand their experience and make data-driven decisions to refine our strategies continuously.

In my previous role, I organized knowledge-sharing sessions that encouraged team members to share their experiences and best practices. This initiative not only improved our collective knowledge base but also fostered better collaboration, ultimately enhancing our team's ability to meet customer needs effectively.

I adapt my communication style based on the client's expertise and preferences. For technical clients, I focus on data-driven insights and detailed recommendations, while for less technical stakeholders, I simplify my language and emphasize overarching benefits, ensuring clarity and engagement regardless of the audience.

Working with SMB clients excites me because of their agility and innovation. I love helping them navigate challenges and discover new opportunities through Braze’s platform. I believe in fostering strong partnerships as they scale, making a meaningful contribution to their growth and success.

Staying informed is essential in customer success. I regularly follow industry publications, attend webinars, and participate in relevant networking events. Additionally, I join professional groups that focus on customer success strategies to share insights and learn from peers, helping me bring the latest best practices to my role.

Feedback is crucial to nurturing client relationships and improving our services. I actively solicit feedback from clients to understand their needs better, which helps me implement timely enhancements in support or product offerings. This proactive approach greatly enhances satisfaction and loyalty.