Senior Customer Success Manager, Global SMB

As a Senior Customer Success Manager at Braze, you're responsible for driving product adoption and ensuring clients receive maximum value from their investment. You will analyze various SMB accounts, deliver tailored recommendations, participate in client check-ins and business reviews, and collaborate closely with Account Managers to manage renewals.

Candidates for the Senior Customer Success Manager role at Braze should possess exemplary communication skills, a background in managing multiple accounts with tech-focused engagement, and domain knowledge in areas such as SaaS, Marketing Analytics, or Basic Programming. A passion for continuous learning and team collaboration is also essential.

In the Senior Customer Success Manager role at Braze, you help enhance client satisfaction by acting as the primary point of contact for product expertise and support. Through proactive communication, strategic insights, and personalized guidance, you ensure that clients navigate their engagement with Braze successfully.

Braze cultivates an open and inclusive work culture where Senior Customer Success Managers are encouraged to collaborate, innovate, and grow. The emphasis on teamwork, transparency, and employee recognition makes Braze a Great Place to Work, fostering an environment where everyone can thrive and contribute meaningfully.

At Braze, the Senior Customer Success Manager role offers ample growth opportunities. Through continuous feedback, professional development plans, and the chance to mentor others, you'll have the platform to advance your career while taking on new responsibilities and expanding your skill set within a supportive environment.

I believe in prioritizing effective communication and organization. I start by understanding each client's unique needs and setting clear goals. Using a mix of tools and regular check-ins, I monitor progress and make adjustments as needed, ensuring that I provide personalized support to each account.

Certainly! In a previous role, I had a client struggling with low engagement on their campaigns. By analyzing their user data, I recommended utilizing segmentation features to tailor their messages, which resulted in a significant increase in engagement. It was rewarding to see the positive impact of my recommendations.

I focus on education and ongoing support. I create strategic onboarding plans that ensure clients understand the product's features relevant to their goals. I also conduct regular check-ins, providing tailored insights and best practices that encourage clients to explore the platform more comprehensively.

I view feedback as an opportunity for improvement. For negative feedback, I listen actively to understand the root cause, collaborate with my team to address it, and communicate back to the client how we've resolved the issue. Positive feedback, I celebrate and share with the team, reinforcing what we're doing well.

A Senior Customer Success Manager acts as the linchpin in customer retention. By building strong relationships, providing ongoing value, and ensuring client objectives are met, I can significantly reduce churn rates. My goal is to be a trusted partner, so clients feel supported and invested in the long term.

I enjoy collaborating with different departments to provide the best service to our clients. In my previous roles, I regularly interacted with sales, product, and marketing teams to ensure our clients' needs were at the forefront of our strategies, leading to seamless service delivery and effective issue resolution.

Staying motivated in a quick-paced environment is essential for success. I set personal goals and celebrate small wins, which keeps my energy high. I also make it a point to learn continuously from experiences, adapting my approach as necessary and focusing on the impact I can have on my clients' success.

Trust and openness are key. I prioritize clear communication, actively listen to clients' feedback, and make them feel valued. By demonstrating genuine interest in their business and being consistently available to help, I can build strong, long-lasting relationships that foster mutual success.

Critical skills include strong communication and analytical abilities, empathy, and problem-solving skills. A successful Senior Customer Success Manager should also be adaptable and technically savvy, able to understand and effectively communicate the nuances of the technology they support.

I would approach a dissatisfied client with empathy and a problem-solving mindset. I would listen to their concerns without interruption, acknowledge their feelings, and work collaboratively to find a solution. This approach often turns frustration into a positive experience when clients feel heard and supported.