Manager, Customer Success Consulting

WHO WE ARE Braze delivers customer experiences across email, mobile, SMS, and web. Customers, including Burger King, Delivery Hero, HBO Max, Mercari, and Venmo, use the Braze platform to facilitate real-time experiences between brands and consumers in a more authentic and human way. And we do it at scale - each month, hundreds of billions of messages are sent to a network of over 3 billion active users through Braze. Need more proof? Braze was named a Leader in the Forrester Wave(TM): Cross-Channel Campaign Management (Independent Platforms), Q3 2021, and was named to the Forbes Cloud 100 list for the fourth consecutive year. The company has also been selected as one of Fortune's Best Workplace for Millennials in 2021, and was ranked #20 on Fortune's Best Medium Sized Workplaces in 2021. Braze is certified as a Great Place to Work in the UK and the U.S. and is recognized as one of the UK's Best Workplaces for Women. As a Manager for the Customer Success Consulting Team you'll be... responsible for creating a new function within the Customer Success Department tasked with delivering ROI driving activities to our customers. You and your team, initially of one, will use Braze's wealth of data and industry expertise to help customers optimise their customer engagement programmes and measure the impact of changes implemented as part of your recommendation. You'll cover all aspects of customer engagement including lifecycle management, optimisation, and data usage - working hand in hand with Customer Success Managers who are the Customer's main Point of Contact to gain an understanding of the Customer's business priorities to adapt your recommendations accordingly. WHAT YOU'LL DO Develop consultative entitlements, including workshops, reports and engagements designed to help Braze's customer accelerate their customer engagement programs and realise more ROI from their investment in Braze Manage a small Customer Success Consultant team, including hiring, nurturing staff development, and maintaining staff satisfaction Be responsible for your team achieving their KPIs against strategic deliverables and customer ROI Guide and support your team in managing their consultative projects and workshops Work with your team to understand the evolving needs of customers and helping drive the future of these Strategic deliverables to our customers Partner closely with cross-functional leaders in the business to ensure we are monitoring customer demand, feedback and outcomes as a result of these sessions Partner with CSM account owners to deliver entitlements to selected customers Build a business case to expand, and potentially monitise, this program in outer-years WHO YOU ARE Data driven consultant with strong Customer Engagement industry domain knowledge. 6 years experience working within data/analytics teams measuring the impact of customer engagement on overall business KPIs. You're passionate about delivering success for customers and building something new You have management experience, or are ready to take a step into management You're known for being a team player. We just can't emphasize this enough as you'll work with larger Customer facing teams within Customer Success to seamlessly enhance the customer experience as well as being part of a global Customer Success Consultant team. You have strong customer facing skills, you build relationships and always follow-up on requests and next actions You have excellent communication skills, written and verbal Ability to present deep analytics in a digestible and actionable manner for Customers to act on Understanding of how analytics and data impact marketing and are skilled in telling this story to an audience Extensive experience with data analytics tools such as Looker Experience with Technologies and Processes for Marketing, Personalization, and Data Orchestration A 'can do' attitude as a founding member of the new Customer Success Consulting team, with a high level of comfort with change. You are intellectually curious and are known as a problem solver WHAT WE OFFER Competitive compensation that includes equity Generous time off policy to balance your work and life, including paid parental leave Competitive medical, dental, and vision coverage for you and your dependents Collaborative, transparent, and fun loving office culture If you are a California resident subject to the California Consumer Privacy Act, to understand how Braze processes your personal information and how you can exercise your rights. Salary Range: $100K -- $150K Minimum Qualification Account Management, Sales EngineeringEstimated Salary: $20 to $28 per hour based on qualificationsShow full descriptionCollapse