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Strategic Customer Success Manager

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Braze

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Location:
United Kingdom , London

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Category:
Customer Service

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Contract Type:
Not provided

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Salary:

Not provided
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Job Description:

As a Customer Success Manager in our Strategic team you will be part of a team managing some of the world’s biggest and most recognizable international brands. Partnering with senior colleagues you will support individual business units with large group accounts.

Job Responsibility:

  • Own client renewals, retention and net retention targets for customers within larger groups
  • Be customers’ main point of contact and trusted advisor at Braze
  • Partner with Strategic CSMs and Account Executives to provide excellent customer experience and ensure commercial alignment
  • Drive feature adoption by building a shared Success Plan with customers, providing strategic guidance, enablement, and day-to-day advice
  • Assist the wider Braze account team in highlighting the value delivered by Braze
  • Drive customer advocacy by building strong customer relationships and creating mutual value
  • Proactively analyze customer product usage to identify opportunities and risks to account health
  • Maintain ongoing regular contact with customers via ad-hoc communications, regular check-ins, events, and Executive Business Reviews
  • Advocate for 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
  • Coordinate with other Braze teams including Technical Support, Industry Solutions, and Deliverability Services
  • Work with Onboarding Managers and other Customer Success Partners to seamlessly transition clients from onboarding to ongoing activity
  • May spend time onsite with customers and may travel internationally

Requirements:

  • Client facing experience
  • Intention to progress career in customer success
  • Excellent written and verbal communication skills
  • Ability to manage projects and tasks to completion
  • Takes initiative
  • Interest and eagerness to learn about technical and marketing concepts
  • Team player
  • Welcomes feedback
  • Interests include marketing strategy, digital marketing, technology and mobile trends
  • Intellectually curious and a problem solver
  • Not afraid to tackle technical problems
  • 3-6 years relevant experience in a related area (e.g., Onboarding, Customer Success, Implementations, Project Management)
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

Additional Information:

Job Posted:
February 17, 2026

Employment Type:
Fulltime
Work Type:
On-site work
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