Customer Success Manager

Sales at Brex

The Sales team is the driving factor behind revenue for Brex. Every member of our team directly affects our bottom line. We focus on generating new opportunities, acquiring new customers, and building even stronger relationships with our current customers. We have a unified culture recognizing big wins daily and celebrating individual accomplishments weekly and monthly. We make sure that top performers are recognized and have built a competitive environment to keep the team motivated and unified.

The Customer Success team is responsible for ensuring all of our customers meet their desired outcomes with Brex’s suite of financial services and software.

What you’ll do

As a Customer Success Manager II, you will leverage technology and processes to support our customers at scale. You will ensure their experience with Brex is seamless, including developing strategies to grow and retain their business, responding to their requests, and proactively reaching out as needed to ensure they are getting all of their needs met with Brex.

This role will support a book of customers to ensure they are able to achieve their business goals with Brex. You’ll work closely with our cross-functional teams at Brex (Client Sales, Operations, Product, and Implementation) to ensure your customer’s experience is seamless. 

Responsibilities

• Independently develop strategies to retain and grow Brex Customers
• Have complete knowledge of the status of the customer
• Proactively identify and mitigate risk
• Monitor the account through cases, product usage dashboards, account health triggers, and other ongoing, customized alerts
• Always ensure customers have a sufficient credit limit
• Reach out to the customer proactively for certain predefined criteria
• Advocate for the customer when needed across EPD teams
• Own product adoption, retention, and growth metrics for your named accounts

Requirements

• At least 3 years experience in customer-facing roles 
• 1+ years of experience as a Customer Success Manager or Account Manager
• Experience and comfort with interacting with a high volume of customers at different stages of the customer lifecycle
• Experience working at a SaaS or Fintech organization
• You are passionate about working with customers to ensure they achieve their goals
• You’re a creative self-starter who understands customers, their use cases, and how to be a trusted partner
• You see yourself as a relationship and business builder - and have a proven track record of doing this with external and internal parties at Brex or in other roles
• You’re comfortable presenting new ideas and challenging the status quo
• Bachelor’s or undergraduate degree

Bonus Points

• Experience in payments and credit card services

Compensation

The expected OTE range for this role is $112,000 USD - $140,000 USD. The starting wage will depend on a number of factors including the candidate’s location, skills, experience, market demands, and internal pay parity. The OTE figure listed here includes base salary and commissions, which may or may not be earned depending on performance.  Depending on the position offered, equity and other forms of compensation may be provided as part of a total compensation package.