Senior Customer Success Manager, Scale

As a Senior Customer Success Manager at Braze, you will take ownership of client renewals, retention targets, and act as the main point of contact for your customers. Your role involves driving feature adoption, providing strategic guidance, analyzing product usage, and maintaining strong relationships through regular check-ins and Executive Business Reviews. Essentially, you're advocating for client success while collaborating with various teams within Braze.

To qualify for the Senior Customer Success Manager role at Braze, candidates should have 3-6 years of experience in customer success or related fields. A proven track record in managing complex, high-value accounts is essential, along with excellent communication skills and technical knowledge in areas such as SaaS, Marketing Automation, and Analytics. Experience with project management and a desire to mentor junior colleagues are also advantageous.

At Braze, professional development for Senior Customer Success Managers is a priority. The organization offers formal career pathing, a range of learning platforms, tuition reimbursement, and opportunities for mentorship. Employees also engage in community events and volunteer programs, allowing for personal growth and team bonding, which is vital in our fast-paced environment.

In the role of Senior Customer Success Manager at Braze, you’ll primarily work with agile, technology-focused companies that typically have between 100 and 1,000 employees. These medium to large businesses require a nuanced understanding of customer engagement platforms and strive for rapid innovation and improvement to enhance customer experiences.

The culture at Braze is characterized by collaboration, transparency, and an immense respect for individual contributions. As a Senior Customer Success Manager, you will enjoy a fun and vibrant work environment where curiosity and passion are embraced. The commitment to equity, inclusion, and work-life harmony means you'll feel encouraged and supported to grow personally and professionally within our dynamic team.

When answering this question, emphasize specific retention strategies you've successfully implemented. Discuss how you assess client needs, tailor solutions, and regularly communicate their value using data and feedback, ensuring they feel valued and understood.

Share your approach to building relationships, highlighting the importance of active listening and personalized communication. Discuss how you establish trust by following up on promises and being transparent in all interactions.

Outline your strategy for managing difficult conversations, focusing on empathy and problem-solving. It's important to demonstrate your ability to remain calm, listen actively, and find collaborative solutions that maintain the relationship while addressing issues.

Discuss practical methods for encouraging feature adoption, such as creating a shared success plan, conducting tailored training sessions, and providing ongoing support. Emphasize the importance of understanding clients' business goals and aligning product features to meet those needs.

Detail the tools and metrics you use to track account success, including customer engagement rates, NPS scores, and feature usage statistics. Explain how you analyze this data to proactively address potential issues and capitalize on opportunities for upselling.

Provide a specific example where you successfully turned a customer into an advocate for the company, detailing the steps you took to foster their engagement and satisfaction, such as soliciting feedback and showcasing their success story.

Offer insights into the qualities and skills that contribute to a successful Customer Success Manager, such as exceptional communication abilities, a strong customer focus, versatility in handling various technologies, and the ability to foster collaboration among team members.

Discuss your methods for prioritizing tasks, such as using project management tools or techniques. Explain how you balance day-to-day responsibilities while remaining focused on longer-term strategic objectives.

Stress the importance of collaboration in your role, detailing how you work with internal and external stakeholders to ensure a seamless customer experience. Highlight the need for collective problem-solving and support to achieve the best outcomes.

Highlight the metrics you would use to evaluate success, such as customer satisfaction surveys, renewal rates, and usage metrics. Discuss how you proactively seek feedback to continuously improve your interactions and ensure customer success.