Senior Customer Success Manager, Global SMB

As a Senior Customer Success Manager at Braze, your primary responsibilities will include driving product adoption, providing strategic recommendations to SMB clients, conducting check-ins and business reviews, and being a point of escalation for customer inquiries. You'll closely collaborate with Account Managers to ensure excellent customer experiences and manage renewal targets.

To qualify for the Senior Customer Success Manager role at Braze, you should have exemplary written and verbal communication skills, experience in managing multiple accounts, and domain knowledge in areas like SaaS, mobile, API, and marketing analytics. A passion for customer engagement and a collaborative mindset will also contribute to your success.

Excelling as a Senior Customer Success Manager at Braze requires you to actively listen to clients, adapt to their needs, initiate creative solutions for product usage, and maintain a strong collaborative network within the team. Your capacity to embrace feedback and learn will set you apart.

Braze offers a competitive salary alongside a comprehensive Total Rewards package that includes equity options, flexible paid time off, professional development support, and a collaborative, fun culture recognized as a Great Place to Work®. With opportunities for personal and professional growth, Braze ensures you thrive in your role.

The expected salary for a Senior Customer Success Manager at Braze in Austin typically ranges from $72,000 to $84,000 per year, with On Target Earnings (OTE) estimated between $90,000 and $105,000, including bonuses or commissions based on performance.

When answering this question, highlight specific examples of account management strategies you implemented, how you built relationships, and the outcomes achieved. Emphasize your ability to balance a large number of accounts while ensuring each client feels valued.

Showcase your problem-solving skills by describing your approach to addressing customer complaints. Emphasize the importance of active listening, empathizing with their concerns, and your commitment to finding a solution that satisfies the customer while aligning with Braze’s values.

Discuss the specific tools and technologies you've used in your customer success roles, such as CRM platforms, analytics tools, or customer engagement software. Share how these tools have helped you manage accounts and track customer success initiatives effectively.

Explain your collaborative approach to working with sales and account management teams to achieve common goals. Share examples of how you’ve communicated effectively, shared insights from customer interactions, and contributed to strategic planning.

Talk about specific strategies you’ve employed to boost product adoption, such as personalized onboarding sessions, regular check-ins with clients, and continuous education on product features. Highlight any metrics or success stories that showcase your impact.

Use the STAR method (Situation, Task, Action, Result) to detail a specific instance. Focus on how you identified the issue, the steps you took to rectify the situation, and the eventual outcome, demonstrating your commitment to customer success.

Discuss your organizational skills and how you prioritize tasks. Highlight your use of project management tools or scheduling methods that help you maintain efficiency while ensuring all clients receive the attention they need.

Share your vision of great customer success, including customer advocacy, proactive engagement, and delivering measurable value. Explain why these elements are central to nurturing lasting relationships with clients.

Illustrate your commitment to continuous learning by mentioning specific resources, such as webinars, industry publications, or networking groups that you engage with to stay updated on best practices and innovations in customer success.

Express your enthusiasm for Braze's values, culture, and commitment to innovation in customer engagement. Highlight how you see yourself contributing to their mission and how the role aligns with your own career goals and personal values.