Customer Success Manager, Global SMB

ABOUT THE ROLE As a Customer Success Manager, Global SMB, at Braze, you will be a key member of our innovative and experimental team of Success Managers. Your primary responsibility will be to work closely with agile, technology-focused brands to help them realize value from their investment in Braze. You will have the opportunity to shape how we support our customers as we build a new strategy for the future. WHAT YOU'LL DO As a Customer Success Manager, you will be responsible for analyzing and driving increased product adoption across a variety of innovating SMB accounts. Your tasks will include: Analyzing and driving increased product adoption across a variety of innovating SMB accounts, empowering them to use Braze effectively and see value from our product. Providing recommendations to clients for adapting business processes to efficiently work with Braze. Developing creative ways to use our internal tools and Braze technology to efficiently and strategically manage and grow your accounts. Being a point of escalation for customers' strategy, product training, and non-technical support questions. Delivering Braze product expertise through delivery of check-ins and business reviews. Helping build processes, internal enablement, and servicing tactics as we iterate on our strategy for supporting SMB customers. Partnering with Account Managers to provide an excellent customer experience and to ensure commercial alignment on renewals. Collaborating with Customer Onboarding Managers and other Success partners to seamlessly transition clients from onboarding to ongoing active users. Leading Executive Business Reviews (EBRs) with key stakeholders, ensuring alignment on goals, showcasing value delivered, and identifying opportunities to drive further success and growth. WHAT YOU'LL NEED To be successful in this role, you will need: Exemplary written and verbal communication skills coupled with unparalleled follow-up skills. The ability to work as a team player, mentoring your peers, lending a helping hand to cross-functional partners, and actively contributing to internal projects. A high level of intellectual curiosity, with a desire to learn more about what you do and how it impacts others. Experience managing a large number of accounts with a "Tech-Touch" rather than a "High-Touch" level of engagement. Domain knowledge of two or more of the following: SaaS, Mobile, APIs, Marketing Automation, Direct Marketing, Marketing Analytics, or Basic Programming (HTML, etc.). WHY REMOTE As a remote employee, you will have the flexibility to work from anywhere and enjoy a hybrid work environment that allows you to prioritize work-life harmony. BENEFITS Braze offers a comprehensive benefits package, including: Competitive compensation that may include equity Retirement and Employee Stock Purchase Plans Flexible paid time off Comprehensive benefit plans covering medical, dental, vision, life, and disability Family services that include fertility benefits and equal paid parental leave Professional development supported by formal career pathing, learning platforms, and a yearly learning stipend Opportunities to give back to your community, including an annual company-wide Volunteer Week and donation matching Employee Resource Groups that provide supportive communities within Braze A collaborative, transparent, and fun culture recognized as a Great Place to Work.