Director, Customer Success
2 months ago
At Braze, we have found our people. We’re a genuinely approachable, exceptionally kind, and intensely passionate crew.
We seek to ignite that passion by setting high standards, championing teamwork, and creating work-life harmony as we collectively navigate rapid growth on a global scale while striving for greater equity and opportunity – inside and outside our organization.
To flourish here, you must be prepared to set a high bar for yourself and those around you. There is always a way to contribute: Acting with autonomy, having accountability and being open to new perspectives are essential to our continued success. Our deep curiosity to learn and our eagerness to share diverse passions with others gives us balance and injects a one-of-a-kind vibrancy into our culture.
If you are driven to solve exhilarating challenges and have a bias toward action in the face of change, you will be empowered to make a real impact here, with a sharp and passionate team at your back. If Braze sounds like a place where you can thrive, we can’t wait to meet you.
As a Customer Success Director you will join our department’s senior leadership team to own our entire book of business within APAC. You will manage multiple teams, taking ownership of their growth, development and achievement. You will take ultimate responsibility for your team’s book of business, building strong relationships with customers, minimizing and mitigating risks, along with successfully supporting growth opportunities to ensure your teams hit their KPIs.
WHAT YOU'LL DO
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 businessManage multiple Customer Success teams - likely in more than one location - hiring, nurturing, performance managing, and supporting the development and satisfaction of your staffHire and nurture new talent into our world-class Customer Success organization by building a pipeline of candidates, setting clear expectations, and managing performanceDevelop a cost efficient organisation that maintains our high standard of excellence when providing support to customersCreate a culture of customer delight, partnering closely with Senior Sales and Services Leadership to foster alignment, delivering excellent customer experience and positive commercial outcomesYou will 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.Working with your managers and individual contributors you will be responsible for your teams achieving their KPIs against platform adoption, customer renewal, customer expansion and advocacy.Identify opportunities for continuous improvement including evolving process, reporting, and materialsGuide your team in managing their clients throughout their lifecycle, work with your team to understand customer's evolving business and technical goals for using Braze and continuously demonstrate 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 portfolioWork closely with internal stakeholders at Braze to design and develop efficient processes and working practicePlease note this job description cannot possibly cover every duty you may need to undertake, you may be asked by your line manager to handle other reasonable responsibilities commensurate with the role.
WHO YOU ARE
5+ years relevant experience in a related area for example, Customer Success, Consultancy, Account Management or Mobile Marketing3+ years experience managing or mentoring staffSignificant project management experience and/or formal certifications (PMP, PMgP, Agile, Prince2 etc).You have exemplary written and verbal communication skills coupled with unparalleled follow up skills. You build strong positive relationships with clients and colleagues.You are known for being a team player.You have a high level of intellectual curiosity.You see opportunity and growth in learning more and continuously improving both processes and yourself.You have strong technical domain knowledge of two or more of the following: Mobile Development, APIs, Marketing Automation, Direct Marketing, Analytics or Programming (HTML etc).WHAT WE OFFER
Details of these benefits plan will be provided if a candidate receives an offer of employment. Benefits may vary by location.
From offering comprehensive benefits to fostering flexible environments, we’ve got you covered so you can prioritize work-life harmony.
Competitive compensation that may include equityRetirement and Employee Stock Purchase PlansFlexible paid time offComprehensive benefit plans covering medical, dental, vision, life, and disabilityFamily services that include fertility benefits and equal paid parental leaveProfessional development supported by formal career pathing, learning platforms, and tuition reimbursementCommunity engagement opportunities throughout the year, including an annual company wide Volunteer WeekEmployee Resource Groups that provide supportive communities within BrazeCollaborative, transparent, and fun culture recognized as a Great Place to Work®ABOUT BRAZE
Braze is a leading customer engagement platform that powers lasting connections between consumers and brands they love. Braze allows any marketer to collect and take action on any amount of data from any source, so they can creatively engage with customers in real time, across channels from one platform. From cross-channel messaging and journey orchestration to Al-powered experimentation and optimization, Braze enables companies to build and maintain absolutely engaging relationships with their customers that foster growth and loyalty.
Braze is proudly certified as a Great Place to Work® in the U.S., the UK and Singapore. We ranked #3 on Great Place to Work UK’s 2024 Best Workplaces (Large), #3 on Great Place to Work UK’s 2023 Best Workplaces for Wellbeing (Medium), #4 on Great Place to Work’s 2023 Best Workplaces in Europe (Medium), #10 on Great Place to Work UK’s 2023 Best Workplaces for Women (Large), #19 on Fortune’s 2023 Best Workplaces in New York (Large). We were also featured in Built In's 2024 Best Places to Work, U.S. News Best Technology Companies to Work For, and Great Place to Work UK’s 2023 Best Workplaces in Tech.
You’ll find many of us at headquarters in New York City or around the world in Austin, Berlin, Chicago, Jakarta, London, Paris, San Francisco, Singapore, Sydney and Tokyo – not to mention our employees in nearly 50 remote locations.
BRAZE IS AN EQUAL OPPORTUNITY EMPLOYER
At Braze, we strive to create equitable growth and opportunities inside and outside the organization.
Building meaningful connections is at the heart of everything we do, and that includes our recruiting practices. We're committed to offering all candidates a fair, accessible, and inclusive experience – regardless of age, color, disability, gender identity, marital status, maternity, national origin, pregnancy, race, religion, sex, sexual orientation, or status as a protected veteran. When applying and interviewing with Braze, we want you to feel comfortable showcasing what makes you you.
We know that sometimes different circumstances can lead talented people to hesitate to apply for a role unless they meet 100% of the criteria. If this sounds familiar, we encourage you to apply, as we’d love to meet you.
Please see our for more information on how Braze processes your personal information during the recruitment process and, if applicable based on your location, how you can exercise any privacy rights.
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