VP, Customer Success, Americas

The Vice President of Customer Success, Americas will lead the customer success strategy and team in our largest global market. The ideal candidate will be responsible for driving customer satisfaction, retention, and growth by ensuring our customers receive maximum value from their investment in Braze. This role requires a commercially savvy strategic thinker with a strong background in customer success, leadership, and a passion for delighting customers.

WHAT YOU'LL DO

• Develop and execute strategies that contribute to achieving Braze’s GRR, NRR, and customer health goals.
• Lead, mentor, and manage the Americas Customer Success team, fostering a culture of high performance, collaboration, and continuous improvement.
• Build strong relationships with key customers, ensuring they receive exceptional service and support.
• Collaborate with cross-functional teams, including Sales, Product, Technical Support, and Marketing, to drive customer engagement and ensure a seamless customer journey.
• Identify opportunities for upselling and cross-selling at scale, working closely with the Sales team to maximise revenue potential.
• Analyse customer feedback and data to identify trends, challenges, and opportunities for improvement.
• Advocate for the customer within the organisation, ensuring their voice is heard in product development and strategic planning.
• Stay informed about industry trends and best practices in customer success, continuously seeking ways to innovate and improve our approach

WHO YOU ARE

• Bachelor’s Degree with MS or MBA preferred
• 10+ years experience successfully leading a distributed Customer Success team, ideally in a B2B SaaS environment
• Proven track record of successfully managing a team within established budget parameters, and allocating resources effectively based on internal and external demands
• Ability to hire and mentor team members, including more technical and more strategic resources
• Excellent interpersonal skills and empathy for customers
• Significant experience building customer relationships at executive level and handling escalations
• Ability to thrive in a cross-functional environment while juggling multiple responsibilities
• Talent for synthesising complex ideas and communicating them in a way others can easily understand
• High level of intellectual curiosity -- you see opportunity and growth in learning more about what you do and how it impacts others
• An understanding of enterprise technology
• Domain knowledge of Mobile, Web, Marketing Automation and Marketing Analytics are a plus

For candidates based in the United States, the pay range for this position at the start of employment is expected to be between $201,000 - $223,780 with an expected On Target Earnings (OTE) between $300,000 - $334,000/year (including bonus or commission). Your exact offer may vary depending on multiple individualized factors, including market location, job-related knowledge, skills, and experience. In addition to cash compensation, Braze offers full- and part- time employees a comprehensive Total Rewards package that includes equity grants of restricted stock (RSUs) so that all Braze employees own a piece of our company.