As a Customer Success Manager for Scale Mid-Touch, you will work passionate start-up and scale-up brands to help them realise value from their investment in Braze.
WHAT YOU'LL DO
- Own customer renewal targets for accounts in your name
- Partner with Account Managers and Account Executives to provide an excellent customer experience and to ensure commercial alignment and renewals
- Develop creative ways to use our internal tools and Braze technology to efficiently and strategically manage and grow your accounts
- Advocate for your customers, providing product feedback ideas to contribute to our roadmap
- Own product adoption across your book of Scale Mid-Touch customers, empowering them to use Braze effectively and see value from our product
- Analyze your customers’ product adoption to identify opportunities and risks
- Collaborate with the Onboarding & Integration Team and other partner teams to seamlessly transition clients from onboarding to ongoing activity
- Be a point of escalation for Scale Mid-Touch customers’ strategy, product training, and non-technical support questions
- Deliver product expertise through regular check-ins with your customers
Please note this job description cannot possibly cover every duty you may need to undertake, you may be asked by your manager to handle other reasonable responsibilities commensurate with the role.
WHO YOU ARE
You likely have some experience in marketing, technology or a related industry with the intention of progressing your career in Customer Success.
- People say you’re a great communicator! You have exemplary written and verbal communication skills coupled with unparalleled follow up skills. Clients and colleagues have the impression that you listen and understand the strategic problems they are trying to solve
- You’re known for being a “team player.” We just can’t emphasize this enough.
- You have a high level of intellectual curiosity. You see opportunity and growth in learning more about what you do and how it impacts others.
- You have experience managing multiple accounts or projects simultaneously, building relationships and handling competing priorities
- You have excellent time management skills
- You have domain knowledge of two or more of the following: SaaS, Mobile, APIs, Marketing Automation, Direct Marketing, Marketing Analytics or Programming (HTML etc.).
- 1-4 years relevant experience in a related area, for example Onboarding, Customer Success, Implementations or Project Management
