Scaled Customer Success Manager

1 month ago

Salt Lake City, United States Brex Full time
Why join us

Brex is the AI-powered spend platform. We help companies spend with confidence with integrated corporate cards, banking, and global payments, plus intuitive software for travel and expenses. Tens of thousands of companies from startups to enterprises - including DoorDash, Flexport, and Compass - use Brex to proactively control spend, reduce costs, and increase efficiency on a global scale.

Working at Brex allows you to push your limits, challenge the status quo, and collaborate with some of the brightest minds in the industry. We're committed to building a diverse team and inclusive culture and believe your potential should only be limited by how big you can dream. We make this a reality by empowering you with the tools, resources, and support you need to grow your career.

Sales at Brex

The Sales team is the driving factor behind revenue for Brex. Every member of our team directly affects our bottom line. We focus on generating new opportunities, acquiring new customers, and building even stronger relationships with our current customers. We have a unified culture recognizing big wins daily and celebrating individual accomplishments weekly and monthly. We make sure that top performers are recognized and have built a competitive environment to keep the team motivated and unified.

The Customer Success team is responsible for ensuring all of our customers meet their desired outcomes with Brex's suite of financial services and software.

What you'll do

As a Scaled Customer Success Manager II, you will leverage technology and processes to support our customers at scale. You will ensure their experience with Brex is seamless - this includes developing strategies to grow and retain their business, responding to their requests and proactively reaching out as needed to ensure they are getting all of their needs met with Brex.

As an early hire in this role, you'll be innovative and agile in your approach - helping us build a world-class scaled Customer Success program. You'll work with a combination of low-touch and high-touch customers, leveraging data, technology, and repeatable playbooks to drive business value for our customers. In short, you'll think about Customer Success in a programmatic way.

At the end of each subscription term, customers should be able to articulate the ROI they've gotten from Brex based on your outreach and ideas.

Responsibilities
  • Independently develop strategies to retain and grow Brex Customers
  • Use Customer Success and other marketing automation platforms to engage with customers at scale
  • Contribute to and test scaled playbooks and engagement strategies
  • Proactively identify and mitigate risk
  • Monitor the account through cases, product usage dashboards, account health triggers and other ongoing, customized alerts
  • Always ensure customers have a sufficient credit limit
  • Reach out to the customer proactively for certain predefined criteria
  • Work closely with the Dedicated Support team to ensure customer issues are resolved in a timely fashion
  • Advocate for the voice of the customer internally at Brex, identifying customer trends and providing internal feedback on how Brex can better serve our customers
  • Has specific industry or product level knowledge related directly to the group of Brex customers you support
Requirements
  • At least 3 years experience in customer-facing or marketing roles
  • Experience and comfort with interacting with a high volume of customers at different stages of the customer lifecycle
  • Experience working at a SaaS or Fintech organization
  • You are passionate about working with customers to ensure they achieve their goals
  • You're a creative self-starter who understands customers, their use cases, and how to be a trusted partner
  • You see yourself as a relationship and business builder - and have a proven track record of doing this with external and internal parties at Brex or in other roles
  • You're comfortable presenting new ideas and challenging the status quo
  • Bachelor's or undergraduate degree
Bonus Points
  • Experience leading live webinars and workshops
  • Experience creating successful email outreach programs

Compensation

The expected OTE range for this role is $112,000 USD - $140,000 USD. The starting wage will depend on a number of factors including the candidate's location, skills, experience, market demands, and internal pay parity. The OTE figure listed here includes base salary and commissions, which may or may not be earned depending on performance. Depending on the position offered, equity and other forms of compensation may be provided as part of a total compensation package.

Please be aware, job-seekers may be at risk of targeting by malicious actors looking for personal data. Brex recruiters will only reach out via LinkedIn or email with a brex.com domain. Any outreach claiming to be from Brex via other sources should be ignored.

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