Manager, Customer Success

As the Manager of Customer Success at Brex, your primary responsibilities will include leading and developing a high-performing team of Customer Success Managers. You'll focus on driving customer adoption, retention, and expansion while delivering a seamless and value-driven customer experience. Moreover, you will work on coaching your team, managing performance metrics, and ensuring that all customer-facing teams collaborate effectively to enhance the customer journey.

To excel as the Manager of Customer Success at Brex, you should have over five years of experience in customer success or account management, alongside at least two years in a leadership role within SaaS or fintech environments. A strong grasp of performance metrics related to retention, expansion, and customer adoption is essential, as well as the ability to engage in technical discussions with stakeholders.

At Brex, we believe that your potential should be limited only by your dreams. As the Manager of Customer Success, you’ll have access to an environment focused on continuous learning and development. You will receive the tools and resources you need to grow your career, along with opportunities to mentor and develop your team, creating a culture of accountability and innovation.

The Manager of Customer Success position at Brex is based in a hybrid work environment located in Vancouver, British Columbia. This means you will get to enjoy the energy and camaraderie of in-office work, while also benefiting from the flexibility of working remotely. We require a minimum of two days in the office, specifically on Wednesdays and Thursdays, so you can thrive in collaborative spaces with your team.

Success as the Manager of Customer Success at Brex is primarily measured through team-based metrics such as Net Revenue Retention (NRR), customer engagement levels, churn reduction, and revenue expansion. You will play a critical role in defining and scaling performance measurement frameworks that ensure your team delivers impactful customer engagement consistently.

To ensure customer success and satisfaction, I believe in establishing strong communication channels and regularly gathering feedback through surveys and check-ins. This feedback allows my team to understand customer needs better and adapt our strategies accordingly, fostering a proactive approach to solving problems.

In my previous role, I established clear metrics for success that aligned with business goals. I focused on continuous performance assessments and regular coaching sessions, helping my team exceed their targets while fostering an environment that encourages growth and development.

I have found that developing personalized customer journeys and ensuring consistent follow-ups significantly enhances retention. Additionally, implementing customer health scorecards helps prioritize customers based on their engagement levels, allowing my team to focus our resources where they can make the biggest impact.

In my last position, we received consistent feedback about a feature that customers found challenging. I organized a cross-functional meeting with the Product Team to present these insights, which led to enhancements in the user interface, greatly improving user satisfaction and adoption rates.

I actively promote inter-departmental meetings and encourage open communication. By collaborating closely with teams from Marketing, Sales, and Product, we can align our efforts, share insights, and ensure that we are collectively working towards a seamless and positive customer experience.

My leadership style is centered on coaching and empowerment. I strive to foster an environment where team members feel confident in sharing ideas and taking ownership of their projects. Regular feedback and recognition are key to maintaining motivation and accountability within the team.

In such situations, I prioritize listening to the customer's concerns and empathizing with their experiences. I collaborate with my team to address the issue promptly and offer tailored solutions to rectify the situation, ensuring the customer's needs remain at the forefront.

Regular team-building activities and recognizing individual achievements are vital for keeping the team motivated. I also believe in setting challenging yet attainable goals that inspire the team to strive for excellence while providing them with the support they need to succeed.

Technology is integral in streamlining processes and gathering data insights. I advocate for using customer success platforms to measure engagement and sentiment effectively, enabling targeted interventions that enhance customer satisfaction and drive success.

The Voice of the Customer program is crucial as it allows businesses to understand customer needs and perspectives. By actively soliciting feedback, we can ensure that product developments and customer interactions are aligned with customer expectations, ultimately leading to better satisfaction and loyalty.