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Braze Logo Braze · Customer Service

Senior Customer Success Manager, Enterprise

United Kingdom, London · Job Posted February 17, 2026

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Job Description

As a Senior Customer Success Manager in our Enterprise team you will work closely with high profile established brands to help them realize value from their investment in Braze.

Job Responsibility

  • Own and assume ultimate responsibility for client renewals, retention and net retention targets for your customers
  • Be your customers’ main point of contact and trusted advisor at Braze
  • Partner with Account Executives, taking a lead role to ensure excellent customer experience and commercial alignment
  • Drive feature adoption by building a shared Success Plan with your customers, providing strategic guidance, enablement, and day-to-day advice to help them hit their objectives with Braze
  • Drive customer advocacy by building strong customer relationships and creating mutual value for your customers and Braze
  • Proactively analyze your customer product usage to identify opportunities and risks to account health
  • Maintain ongoing regular contact with your customers via ad-hoc communications, regular check-ins, events, and Executive Business Reviews
  • Advocate for your customers, soliciting and synthesizing customer product feedback to contribute to product development
  • Provide continuing education for customers to maximize product usage, identifying new or unused Braze features that could provide value for your customer and represent an upsell opportunity for Braze
  • In addition to being a dedicated contact for strategy, product training inquiries, and non-technical support, you will coordinate with other Braze teams including Technical Support, Industry Solutions, and Deliverability Services to ensure your customers receive the support they need simply and seamlessly
  • Work with Onboarding Managers and other Customer Success Partners to seamlessly transition clients from onboarding to ongoing activity
  • Act as a point of escalation for customers
  • Provide mentorship to junior colleagues
  • You will likely spend time onsite with customers and may travel [internationally]

Requirements

  • 3-6 years relevant experience in a related area, for example Onboarding, Customer Success, Implementations or Project Management
  • Excellent communicator with exemplary written and verbal communication skills coupled with unparalleled follow up skills
  • Excited by working with medium and large technology companies who move fast
  • Known for being a team player
  • Build great relationships with colleagues and customers
  • High level of intellectual curiosity
  • Proven track record successfully managing complex, high value accounts or projects with sophisticated clients, multiple stakeholders, and competing priorities
  • Excellent time management skills, ideally significant project management experience and/or formal certifications (PMP, Agile, etc)
  • Strong technical domain knowledge of two or more of the following: SaaS, Mobile, APIs, Marketing Automation, Direct Marketing, Analytics or Programming (HTML etc)

What we offer

  • 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
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