Customer Success Manager I, Scale

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 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

WHAT WE OFFER

Braze benefits vary by location, and we encourage you to review our specific benefits offerings for each country here. More details on benefits plans will be provided if you receive an offer of employment.

From offering comprehensive benefits to fostering hybrid ways of working, we've got you covered so you can prioritize work-life harmony. Braze offers benefits such as:

• 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
• A curated in-office employee experience, designed to foster community, team connections, and innovation
• 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
• Collaborative, transparent, and fun culture recognized as a Great Place to Work

ABOUT BRAZE
Braze is the leading customer engagement platform that empowers brands to Be Absolutely Engaging. Braze allows any marketer to collect and take action on any amount of data from any source, so they can creatively engage with customers in real time, across channels from one platform. From cross-channel messaging and journey orchestration to Al-powered experimentation and optimization, Braze enables companies to build and maintain absolutely engaging relationships with their customers that foster growth and loyalty.

Braze is proudly certified as a Great Place to Work in the U.S., the UK, Australia, and Singapore. In 2025, we were recognized as one of Built In's Best Places to Work. In 2024, we were included in U.S. News & World Report's Best Companies to Work For (Top 10%) and recognized in Great Place to Work's Fortune Best Medium Workplaces, Fortune Best Workplaces in Technology, Fortune Best Workplaces for Parents, and Fortune Best Workplaces for Women.
Additionally, we were featured in Great Place to Work UK's Best Workplaces, Best Workplaces in Europe, Best Workplaces for Development, Best Workplaces for Wellbeing, Best Workplaces for Women, and Best Workplaces in Technology.

You'll find many of us at headquarters in New York City or around the world in Austin, Berlin, Bucharest, Chicago, Dubai, Jakarta, London, Paris, San Francisco, Singapore, São Paulo, Seoul, Sydney and Tokyo – not to mention our employees in nearly 50 remote locations.

At Braze, we strive to create equitable growth and opportunities inside and outside the organization.

Building meaningful connections is at the heart of everything we do, and that includes our recruiting practices. We're committed to offering all candidates a fair, accessible, and inclusive experience – regardless of age, color, disability, gender identity, marital status, maternity, national origin, pregnancy, race, religion, sex, sexual orientation, or status as a protected veteran. When applying and interviewing with Braze, we want you to feel comfortable showcasing what makes you you.

We know that sometimes different circumstances can lead talented people to hesitate to apply for a role unless they meet 100% of the criteria. If this sounds familiar, we encourage you to apply, as we'd love to meet you.