Director of Customer Experience

3 days ago

Chicago, Illinois, United States Braze Full time
Job Description

At Braze, we are seeking an exceptional Director of Customer Experience to lead our customer success strategy and team in the Americas region. As a key member of our leadership team, you will be responsible for driving customer satisfaction, retention, and growth by ensuring our customers receive maximum value from their investment in Braze.

Key Responsibilities:
  • Develop and execute strategies that contribute to achieving Braze's growth rate (GRR), net revenue retention (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 maximize revenue potential.
Requirements:
  • Bachelor's Degree with MS or MBA preferred.
  • 10+ years of 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 synthesizing complex ideas and communicating them in a way others can easily understand.
  • High level of intellectual curiosity.
  • An understanding of enterprise technology.
  • Domain knowledge of Mobile, Web, Marketing Automation, and Marketing Analytics is a plus.
About Us:

We are Braze, a leading customer engagement platform that powers lasting connections between consumers and brands they love. We enable companies to build and maintain absolutely engaging relationships with their customers that foster growth and loyalty.

What We Offer:
  • Competitive compensation: $201,000 - $223,780 per year, with an expected On-Target Earnings (OTE) of $300,000 - $334,000/year.
  • 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.

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