Customer Success Manager II, Enterprise - job 1 of 3

The Customer Success Manager II, Enterprise at Braze is responsible for managing client renewals and retention targets while acting as a primary point of contact for clients. This role involves driving feature adoption, collaborating with account executives to enhance customer experiences, and building strong relationships. Additionally, the manager analyzes product usage to identify opportunities, provides strategic guidance, and organizes regular check-ins with clients.

To apply for the Customer Success Manager II, Enterprise position at Braze, candidates should have 2-5 years of relevant experience in areas such as customer success, implementation, or project management. Additionally, strong communication skills, a high level of intellectual curiosity, and experience managing complex accounts with multiple stakeholders are essential. Familiarity with SaaS, Marketing Automation, and Marketing Analytics is also required.

The Customer Success Manager II, Enterprise role at Braze contributes to customer advocacy by building strong, trusting relationships with clients. This involves understanding their unique challenges and objectives, soliciting feedback, and advocating for clients’ needs within the organization. By driving strategic discussions and sharing insights, the manager ensures that clients receive the value they expect from Braze’s offerings.

The expected salary range for the Customer Success Manager II, Enterprise position at Braze starts between $83,000 and $94,600 per year, with an On Target Earnings (OTE) potential between $100,000 and $114,000 per year, including bonuses or commissions. Compensation may vary based on market location, experience, and skills.

Braze provides a comprehensive Total Rewards package that includes competitive compensation, equity grants, flexible paid time off, and a full range of health benefits. Additional offerings include retirement plans, professional development opportunities, community involvement initiatives, and a fun, collaborative workplace culture that prioritizes work-life harmony.

To effectively manage multiple clients, I would prioritize open communication, actively listening to each client’s needs. I would leverage project management tools to stay organized, ensuring that I address high-priority tasks while maintaining regular contact with all clients. Establishing clear timelines and expectations is essential for balancing competing priorities.

One successful strategy I implemented involved creating tailored success plans for clients, focusing on their unique goals. By regularly checking in and adapting these plans based on their feedback and usage metrics, we increased product adoption and ultimately improved client satisfaction and retention rates.

I use analytics tools and dashboards to track customer engagement and product usage metrics. Additionally, I conduct regular reviews of the data, looking for patterns or anomalies, and supplement this with client feedback to gain a comprehensive understanding of how they are utilizing our platform.

Building rapport starts with actively listening to clients and understanding their goals and challenges. I prioritize personalized communication, demonstrating genuine interest in their success and offering proactive solutions. Frequent check-ins and shared successes further solidify these relationships.

My approach involves educating clients on the benefits of new features and integrating them into their success plans. I provide tailored demonstrations, share best practices, and follow up regularly to ensure they are comfortable using the features, ultimately driving adoption and maximizing value.

Handling difficult conversations begins with empathy; I strive to understand their concerns thoroughly. Acknowledging their feelings, I focus on finding solutions, actively listening, and offering actionable plans to address their issues while maintaining transparency throughout the process.

In a previous role, I collected extensive feedback from clients regarding a feature that wasn’t meeting their needs. I presented this data to the product team, highlighting the business impacts. As a result, the product was updated, leading to significantly improved satisfaction scores and client engagement.

I prioritize open lines of communication and establish shared goals with cross-functional teams. Regular meetings and collaborative tools help ensure alignment on projects, while fostering a culture of teamwork. I value feedback and insights from different teams to enhance overall customer experiences.

To ensure continuity, I collaborate closely with onboarding managers early in the onboarding process. I maintain regular communications with the client, introducing them to ongoing support resources and laying out a roadmap for success as we transition to long-term engagement.

A successful Customer Success Manager II at Braze possesses strong communication skills, empathy, and the ability to analyze data for actionable insights. Being a team player and having a deep understanding of client needs are crucial, alongside a passion for helping clients achieve their goals with the Braze platform.