Customer Success Manager II, Enterprise - job 1 of 2

As a Customer Success Manager II at Braze, your primary responsibilities will encompass owning client renewals and retention goals, serving as the trusted advisor for your customers, and developing tailored Success Plans to drive feature adoption. Additionally, you'll analyze product usage, maintain regular customer contact, facilitate executive business reviews, and advocate for customer feedback to influence product development.

To thrive in the Customer Success Manager II role at Braze, candidates should possess 2-5 years of relevant experience in customer success, onboarding, or project management. A background in working with complex accounts, along with strong communication skills and intellectual curiosity, is essential. Familiarity with domains like SaaS and marketing automation will give you a competitive edge.

Braze is committed to employee development and offers extensive professional growth resources for a Customer Success Manager II. This includes access to formal career pathing, learning platforms, tuition reimbursement, and annual events to engage with colleagues and enrich your skills in the field.

In the Customer Success Manager II role at Braze, you'll work closely with established enterprise customers, including globally recognized brands with over 1,000 employees. You'll help these clients achieve their goals by ensuring they derive maximum value from the Braze platform.

Braze provides a collaborative, supportive, and vibrant work culture. The company is recognized as a Great Place to Work, emphasizing teamwork, open communication, and a commitment to work-life balance. As a Customer Success Manager II, you'll find yourself among passionate and kind colleagues driving an inclusive environment that values diverse perspectives.

For this question, highlight specific examples where you successfully maintained or grew customer accounts. Discuss how you built relationships, navigated challenges, and ensured customer satisfaction, showcasing your proactive approach to account management.

Emphasize your time management skills and ability to assess urgency and importance. Describe a framework or process you might use, such as categorizing requests based on business impact or aligning with strategic goals, ensuring all clients feel valued.

Share a particular difficult experience with a customer and how you approached it. Focus on your listening skills, the methods you used to empathize and resolve issues, and the eventual outcomes—demonstrating your conflict resolution capabilities.

Discuss your approach to creating Success Plans, fostering regular check-ins, and educating clients on new features. Mention the importance of customizing your strategies based on the client’s specific needs and goals for optimal feature adoption.

Provide an example of a project where you gathered customer feedback through surveys or interviews. Explain how you synthesized this information and shared valuable insights with your product team to influence future development.

Highlight your research on Braze, touching on its features like cross-channel messaging and journey orchestration. Discuss its unique capabilities in helping brands foster strong customer relationships and how this aligns with your passion for customer success.

Outline your strategy for initiating contact, understanding the client’s needs, and establishing credibility. Mention the importance of regular communication and being a dependable resource for support and advice.

Discuss key performance indicators like customer satisfaction scores, retention rates, and upsell metrics that reflect your success. Illustrate how these metrics guide you in improving your strategies over time.

Share your views on collaboration with other teams like technical support and sales, emphasizing how teamwork enhances customer experiences and drives collective success. Provide an example of a successful teamwork scenario.

Identify your passion for helping customers succeed and the joy you get from solving problems. Mention how the values and mission of Braze resonate with you, igniting your drive to make a meaningful impact in this role.