Director, Customer Success, Enterprise

The posting, as Braze wrote it

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 [Classification] book of business within [Braze geography]. 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 business
• Manage multiple Customer Success teams - likely in more than one location - hiring, nurturing, performance managing, and supporting the development and satisfaction of your staff
• Hire and nurture new talent into our world-class Customer Success organization by building a pipeline of candidates, setting clear expectations, and managing performance
• Develop a cost efficient organisation that maintains our high standard of excellence when providing support to customers
• Create a culture of customer delight, partnering closely with Senior Sales and Services Leadership to foster alignment, delivering excellent customer experience and positive commercial outcomes
• You 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 activities.
• 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 materials
• Guide your team in managing their clients

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ecisions and are involved throughout the process.

Depending on where you are located, you may have certain rights available to you in relation to Braze’s use of AI:

• To opt out of AI-assisted review of your application, please click the “Learn More” at the end of the application form below and follow the instructions before submitting your application. Please note, if you apply to multiple roles at Braze, you will need to opt out in relation to each application.
• To exercise other types of rights, such as rights to request further information about how AI is used in our recruitment process, to request a retroactive manual review of any decision made or to contest a decision, please contact us at talentdata.privacy@braze.com .

Please contact us at talentdata.privacy@braze.com with any questions. To find out more about our hiring process, check out this page .

Notice Regarding Automated Employment Decision Tool (NYC Local Law 144)

Our use of AI during the application review process may include the use of automated employment decision tools. Pursuant to New York City Local Law 144, for roles based in New York City, or if you reside in New York City, you have the right to request an alternative selection process or a reasonable accommodation instead of AI-assisted review.

To opt out of AI-assisted review of your application, please click the “Learn More” button below and follow the instructions before submitting your application. Please note, if you apply to multiple roles at Braze, you will need to opt out in relation to each application. Please submit any other request to our Talent Acquisition team at talentdata.privacy@braze.com promptly after applying. Summaries of the most recent bias audit results for such tools are available here .

Please see our Candidate Privacy Policy 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.