Team Lead, Customer Success Mid-Touch

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 Manager in the Braze Customer Success Scale Mid-Touch Team you will be managing a team of CSMs.  You will be responsible for your team's development and it's total book of business.

WHAT YOU'LL DO

• Manage a Customer Success pod, including hiring, nurturing staff development, and maintaining staff satisfaction
• Be responsible for your team achieving their KPIs against platform adoption, customer renewal, customer expansion and advocacy
• Partner with Account Executives and Sales Leadership, taking a lead role to ensure excellent customer experience and commercial alignment
• Guide and support your team in managing their clients throughout their lifecycle
• Ensure users are empowered to use Braze's platform and powerful features as independently and efficiently as possible, including integration and technical aspects
• Work with your team to understand each customer's evolving business and technical goals for using Braze and continuously demonstrate value
• Build credible relationships throughout customer organisations, from senior staff to Braze end users.
• Monitor your team's book of business to identify risks and opportunities, taking action or escalating as appropriate
• Advocate customer business use-cases to product development 
• Be a point of escalation for clients in your team's portfolio
• Work closely with internal stakeholders at Braze to design and develop efficient processes and working practices

Please note this job description cannot possibly cover every duty you may need to undertake, you may be asked by your line manager to handle other reasonable responsibilities commensurate with the role.  

WHO YOU ARE

You are a Customer Success (or related) professional, as an aspiring leader, you inspire team members to grow, develop, and achieve their KPIs.  You enjoy building relationships with customers, including as a peer to more senior stakeholders.

• You build strong positive relationships with clients and colleagues.
• You have exemplary written and verbal communication skills coupled with unparalleled follow up skills. 
• You are known for being a team player.
• You have a high level of intellectual curiosity.
• You see opportunity and growth in learning more and continuously improving processes, yourself and your team.
• You have significant project management experience and/or formal certifications (PMP, PMgP, Agile, Prince2 etc).
• You have technical domain knowledge of two or more of the following:  SaaS, Mobile, APIs, Marketing Automation, Direct Marketing, Analytics or Programming (HTML etc).
• 3+ years relevant experience in a related area for example, Customer Success, Consultancy, Account Management or Mobile Marketing
• 2+ years experience managing or mentoring staff

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.