VP, Customer Success, Americas

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. The Vice President of Customer Success, Americas will lead the customer success strategy and team in our largest global market. The ideal candidate will be responsible for driving customer satisfaction, retention, and growth by ensuring our customers receive maximum value from their investment in Braze. This role requires a commercially savvy strategic thinker with a strong background in customer success, leadership, and a passion for delighting customers. WHAT YOU'LL DO Develop and execute strategies that contribute to achieving Braze's GRR, NRR, and customer health goals. Lead, mentor, and manage the Americas Customer Success team, fostering a culture of high performance, collaboration, and continuous improvement. Build strong relationships with key customers, ensuring they receive exceptional service and support. Collaborate with cross-functional teams, including Sales, Product, Technical Support, and Marketing, to drive customer engagement and ensure a seamless customer journey. Identify opportunities for upselling and cross-selling at scale, working closely with the Sales team to maximise revenue potential. Analyse customer feedback and data to identify trends, challenges, and opportunities for improvement. Advocate for the customer within the organisation, ensuring their voice is heard in product development and strategic planning. Stay informed about industry trends and best practices in customer success, continuously seeking ways to innovate and improve our approach WHO YOU ARE Bachelor's Degree with MS or MBA preferred 10+ years experience successfully leading a distributed Customer Success team, ideally in a B2B SaaS environment Proven track record of successfully managing a team within established budget parameters, and allocating resources effectively based on internal and external demands Ability to hire and mentor team members, including more technical and more strategic resources Excellent interpersonal skills and empathy for customers Significant experience building customer relationships at executive level and handling escalations Ability to thrive in a cross-functional environment while juggling multiple responsibilities Talent for synthesising complex ideas and communicating them in a way others can easily understand High level of intellectual curiosity -- you see opportunity and growth in learning more about what you do and how it impacts others An understanding of enterprise technology Domain knowledge of Mobile, Web, Marketing Automation and Marketing Analytics are a plus For candidates based in the United States, the pay range for this position at the start of employment is expected to be between $201,000 - $223,780 with an expected On Target Earnings (OTE) between $300,000 - $334,000/year (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 OFFER Details of these benefits plan will be provided if a candidate receives an offer of employment. Benefits may vary by location. From offering comprehensive benefits to fostering flexible environments, we've got you covered so you can prioritize work-life harmony. 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 tuition reimbursement Community engagement opportunities throughout the year, including an annual company wide Volunteer Week 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 a leading customer engagement platform that powers lasting connections between consumers and brands they love. 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 and Singapore. We ranked #3 on Great Place to Work UK's 2024 Best Workplaces (Large), #3 on Great Place to Work UK's 2023 Best Workplaces for Wellbeing (Medium), #4 on Great Place to Work's 2023 Best Workplaces in Europe (Medium), #10 on Great Place to Work UK's 2023 Best Workplaces for Women (Large), #19 on Fortune's 2023 Best Workplaces in New York (Large). We were also featured in Built In's 2024 Best Places to Work, U.S. News Best Technology Companies to Work For, and Great Place to Work UK's 2023 Best Workplaces in Tech. You'll find many of us at headquarters in New York City or around the world in Austin, Berlin, Chicago, Jakarta, London, Paris, San Francisco, Singapore, Sydney and Tokyo - not to mention our employees in nearly 50 remote locations. BRAZE IS AN EQUAL OPPORTUNITY EMPLOYER 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. 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: 2024-11-04