Strategic Customer Success Manager (Remote)

Sales at Brex

The Sales team is the driving factor behind revenue for Brex and 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. Our winning culture recognizes big team wins and celebrates individual accomplishments. We ensure that top performers are recognized and have built a competitive environment to motivate and unify the team.

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 Strategic Customer Success Manager, you will support a book of customers to ensure they 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 customers' experiences are seamless. 

Responsibilities

• Work collaboratively with Sales, Account Management, Operations, and Finance teams to develop custom strategies to acquire, grow, and solidify business with your accounts
• Ensure periodic reviews are conducted to track the service quality, product consumption, and other metrics across the customer's install
• Ensure customers have a seamless experience with Brex through credit limit, product experience, and other touchpoints
• Build deep, resilient, long-term, multi-threaded relationships with your customers virtually and in-person
• Have complete knowledge of the status of the customer
• Monitor your accounts through cases, account health triggers, and other ongoing, customized alerts
• Own product adoption, retention, and growth metrics for your accounts
• Be the advocate for the customer across all of Brex

Requirements

• 8+ years of experience in a customer-facing role
• 5+ years of experience as a Customer Success Manager or Account Manager where you were focused on account retention (NRR and unit churn)
• Experience working at a SaaS or Fintech organization 
• Experience working with large enterprise customers (10,000+ employees)
• Experience building multi-threaded relationships that have led to resilient, long-term partnerships
• Passionate about working with customers to ensure they achieve their goals
• A relationship and business builder with a proven track record of doing this with external and internal parties 
• Bachelor's or undergraduate degree

Compensation

The expected OTE range for this role is $136,000 CAD - $170,000 CAD. 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.