Customer Success Manager, Platform Team

What You’ll Do

As a Customer Success Manager on the Platform team, you will work closely with agile, technology-focused brands to help them realize value from their investment in Braze. The Platform team is a collection of Braze experts, tasked with helping customers get more out of the dashboard through enablement and knowledge. As one of the first hires in our new Platform Team, you will have the opportunity to shape how we support our customers. You will be a Braze expert, providing comprehensive answers to client questions as they arise.

• Drive increased product adoption across a variety of accounts, empowering them to use Braze effectively and see value from our product.
• Act as a point of contact for inbound customer inquiries from a variety of channels, offering timely and insightful solutions.
• Become a Braze product expert, learning the dashboard and integration processes in detail so that you can enable clients to master the Braze product.
• Help build processes, internal enablement, and servicing tactics as we establish our strategy for supporting customers.
• Partner with Account Managers and Customer Success Managers to provide an excellent customer experience.

Please note this job description does not 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 are you?

• You have exemplary written and verbal communication skills coupled with unparalleled follow up skills. Clients have the impression that you listen and understand their problems. Most of your communication will be written.
• You’re known for being a team player. You’re interested in mentoring your peers, lending a helping hand to cross-functional partners, and actively contributing to common team goals..
• 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 working with a large number of accounts with a “Tech-Touch” rather than a “High-Touch” level of engagement.
• You welcome frequent feedback regarding your path to progressing through the organization.
• You have domain knowledge of two or more of the following: SaaS, Mobile Technology, APIs, Marketing Automation, Direct Marketing, Marketing Analytics and/or Basic Programming (HTML etc.).
• Strong written and verbal English skills are essential.