Customer Success Director

1 month ago

Singapur, Singapore Braze Full time
About the Role

We are seeking a highly skilled and experienced Customer Success Director to join our team at Braze. As a key member of our Senior Leadership Team, you will be responsible for owning our entire book of business within APAC, managing multiple teams, and taking ownership of their growth, development, and achievement.

Key Responsibilities

  • Be a core member of the Customer Success Department's Senior Leadership Team, helping guide and shape the future of the department and contributing to the future of the wider business.
  • Manage multiple Customer Success teams, hiring, nurturing, performance managing, and supporting the development and satisfaction of your staff.
  • Develop a cost-efficient organization that maintains our high standard of excellence when providing support to customers.
  • Create a culture of customer delight, partnering closely with Senior Sales and Services Leadership to foster alignment, delivering excellent customer experience and positive commercial outcomes.
  • Be a public presence for Braze, building executive relationships with customers, acting as a point of escalation across your book of business, and representing Braze during public activations.
  • Work with your managers and individual contributors to ensure your teams achieve their KPIs against platform adoption, customer renewal, customer expansion, and advocacy.
  • Identify opportunities for continuous improvement, including evolving process, reporting, and materials.
  • Guide your team in managing their clients throughout their lifecycle, working with your team to understand customer's evolving business and technical goals for using Braze and continuously demonstrating value.
  • Drive ongoing adoption, setting KPIs and success metrics for ROI.
  • Advocate customer business use-cases to product development.
  • Be a point of escalation for clients in your team's portfolio.
  • Work closely with internal stakeholders at Braze to design and develop efficient processes and working practices.

Please note that this job description cannot possibly cover every duty you may need to undertake, and you may be asked by your line manager to handle other reasonable responsibilities commensurate with the role.

About You

We are looking for a highly skilled and experienced professional with a strong background in customer success, account management, or a related field. You should have:

  • 5+ years of relevant experience in a related area, such as Customer Success, Consultancy, Account Management, or Mobile Marketing.
  • 3+ years of experience managing or mentoring staff.
  • Significant project management experience and/or formal certifications (PMP, PMgP, Agile, Prince2, etc.).
  • Exemplary written and verbal communication skills, coupled with unparalleled follow-up skills.
  • A strong ability to build positive relationships with clients and colleagues.
  • A high level of intellectual curiosity.
  • A strong technical domain knowledge of two or more of the following: Mobile Development, APIs, Marketing Automation, Direct Marketing, Analytics, or Programming (HTML, etc.).
About Braze

Braze is a leading customer engagement platform that powers lasting connections between consumers and brands they love. We are a team of passionate and dedicated individuals who are committed to helping our customers succeed. We offer a comprehensive benefits package, flexible work environments, and opportunities for professional growth and development.

We are an equal opportunities employer and welcome applications from all qualified candidates. We are committed to creating a diverse and inclusive workplace that reflects the communities we serve.

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