Customer Success Manager II, Emerging Enterprise

As a Customer Success Manager II at Braze, your key responsibilities include owning client renewals and retention targets, acting as a trusted advisor, driving feature adoption through strategic guidance, and proactively analyzing customer product usage. You'll maintain regular contact with clients, advocate for their needs, and work closely with various Braze teams to ensure clients receive seamless support.

To be a successful Customer Success Manager II at Braze, you should have 2-5 years of relevant experience in Customer Success, Onboarding, or Project Management. A strong command of communication, relationship-building skills, and a deep understanding of SaaS and marketing technologies are essential. You should also be comfortable managing complex accounts with multiple stakeholders and competing priorities.

At Braze, we prioritize career development by providing a structured path for advancement, offering professional development resources, and a yearly learning stipend. We encourage our Customer Success Managers to grow their skills and expand their knowledge, allowing them to progress their careers within one of the industry’s most advanced customer success teams.

Braze is known for its collaborative and supportive work culture, where teamwork and high standards are valued. As a Customer Success Manager, you’ll find a friendly environment filled with passionate individuals who support each other's growth and success. The company emphasizes work-life harmony, ensuring that employees can thrive personally and professionally.

For the Customer Success Manager II position at Braze, you can expect a competitive salary range between $83,700 and $100,000 per year at the start of your employment, with an On Target Earnings (OTE) range of $100,800 to $120,000 including bonuses or commission. Additional benefits such as equity grants, comprehensive health plans, and flexible time off are also part of the package.

When answering this question, emphasize your ability to assess customer needs by maintaining open lines of communication and conducting regular check-ins. Share examples of how you identify potential risks and opportunities based on customer feedback and usage analysis, and discuss how proactive outreach can enhance customer satisfaction.

Highlight a specific instance where you collaborated with a client to create a Success Plan. Detail the strategies you used to drive feature adoption, such as providing personalized training and resources. Discuss the positive outcomes of your efforts, such as improved metrics or increased customer satisfaction.

Explain your approach to relationship-building, which may include consistent and meaningful communication, understanding their strategic goals, and being available for support. Provide examples where your relationship-building efforts led to enhanced trust and collaboration with clients.

Discuss the importance of active listening and empathy in challenging situations. Provide an example where you faced a difficult conversation, explaining how you navigated the discussion with transparency and effectively resolved the issue, reinforcing the importance of maintaining a strong, positive relationship.

Talk about specific tools or software you have used for analyzing customer data, such as CRM systems or analytics platforms. Highlight how you leverage this data to make informed decisions about account health and identify opportunities for upselling or feature adoption.

Describe your role in collaborating with other Customer Success Partners and Onboarding Managers to ensure clients feel supported during their transition. Provide an example of a time when you successfully facilitated this process, emphasizing clear communication and teamwork.

Share a scenario where you addressed a customer's concerns by actively listening and taking swift action to resolve their issues. Emphasize the steps you took and the end result, demonstrating your commitment to customer success and relationship management.

You could mention traits such as empathy, strong communication skills, or problem-solving abilities. Support your answer with examples of how these traits have helped you achieve success in previous roles, highlighting their relevance in a customer-centric position like the one at Braze.

Discuss your strategies for staying organized, setting personal goals, and maintaining a positive mindset. Mention how motivation can be fostered through collaboration with teammates and learning from experiences within the team, especially in a vibrant atmosphere like Braze.

Share your enthusiasm for the fast-paced nature and innovation within the tech industry. Discuss your eagerness to face complex challenges and your interest in helping well-known companies enhance their customer experiences using Braze's platform.