Senior CX Operations Specialist

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.WHAT YOU'LL DOThe Senior CX Operations Specialist will be responsible for driving coordination across regional Customer Success leadership to ensure the strategic allocation of resources that fuel revenue retention. Reporting to the Director of CX Operations, the Sr. CX Operations Specialist will leverage both internal and external tools to identify high-value accounts critical to Braze's retention and growth strategies. The ideal candidate is a self-starter with a passion for data, technology, and process development.Key Responsibilities:Collaborate closely with Customer Success leadership to design new Customer Success territories and ensure equitable allocation of accounts among Customer Success ManagersStrategize with regional management to develop frameworks for identifying optimal Customer Success territories and accountsEnsure that Customer Success territories and account assignments align with Sales territory and carve assignments to promote continuity across the business and maximize the likelihood of strong renewal outcomesEnhance internal and external tools and data sources to pinpoint high-value and high-propensity accountsWork cross-functionally with Customer Experience, Sales Operations, and Renewals Management to optimize processes that align with retention and sales objectivesEnsure accuracy and completeness of CRM Account data & Customer Success Platform (CSP) dataWHO YOU ARECompetencies:Attention to Detail: High level of accuracy in managing platform configurations and customer data with a vigilance in ensuring compliance with customer contracts and internal policiesCommunication:Excellent verbal and written communication skills. Ability to explain technical concepts to non-technical stakeholders clearly and conciselyCollaboration: Ability to work effectively within a team and across departments across different initiatives and incentivesTime Management: Ability to manage multiple tasks and prioritize effectivelyOperational Efficiency: Strong organizational skills to handle various requests and platform configurations against competing urgencies and timeframesAdaptability:Flexibility to adapt to changing customer requirements and platform updates with the ability to learn new tools and technologies quicklyEthical Standards: Commitment to maintaining high ethical standards in managing customer data and platform access. Ensuring compliance with company policies and industry regulationsProblem Solving: Strong analytical skills to identify and resolve issues efficiently. Ability to think critically and provide innovative solutions to improve processesData Management: Ability to maintain accurate records and documentation of customer instances and feature access while understanding data privacy and security best practicesQualifications:3+ years of experience in a B2B SaaS sales or operations environment, with a strong understanding of customer engagement platforms and their functionalitiesAbility to partner with Customer Experience & Sales and balance multiple partnerships within the Braze go-to-market organizationProven experience in leading strategic initiatives and projects that drive operational efficiency and enhance customer satisfactionComfortable working in some ambiguity and proactive enough to help build new strategic frameworksStrong analytical skills to identify and resolve complex issues efficiently, with the ability to think critically and provide innovative solutions to improve processesProficient in Google Sheets andor Microsoft ExcelExperience with Salesforce is requiredExperience with Tableau a plusAbility to "manage up" and have difficult conversations with senior partners when necessaryFor candidates based in the United States, the pay range for this position at the start of employment is expected to be between $76,300 and $92,400year with an expected On Target Earnings (OTE) between $84,800 and $102,700year (including bonus or commission). Your exact offer may vary depending on multiple individualized factors, including market location, job-related knowledge, skills, and experience. In addition to cash compensation, Braze offers full- and part- time employees a comprehensive Total Rewards package that includes equity grants of restricted stock (RSUs) so that all Braze employees own a piece of our company.WHAT WE OFFERBraze 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 flexible environments, we've got you covered so you can prioritize work-life harmony. Braze offers benefits such as:Competitive compensation that may include equityRetirement and Employee Stock Purchase PlansFlexible paid time offComprehensive benefit plans covering medical, dental, vision, life, and disabilityFamily services that include fertility benefits and equal paid parental leaveProfessional development supported by formal career pathing, learning platforms, and tuition reimbursementCommunity engagement opportunities throughout the year, including an annual company-wide Volunteer WeekEmployee Resource Groups that provide supportive communities within BrazeCollaborative, transparent, and fun culture recognized as a Great Place to Work®ABOUT BRAZEBraze is the leading customer engagement platform that empowers brands to Be Absolutely Engaging.â„¢ 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, So Paulo, Seoul, Sydney and Tokyo - not to mention our employees in nearly 50 remote locations.BRAZE IS AN EQUAL OPPORTUNITY EMPLOYERAt 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.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.

Created: 2025-02-18