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Customer Success Manager

2 months ago

New York, New York, United States Brex Full time
Why consider a career with us

At Brex, we are revolutionizing the way businesses manage their finances through our AI-driven spend platform. Our integrated solutions, which include corporate cards, banking services, and global payment options, empower companies to spend wisely and efficiently. We proudly serve a diverse clientele, from innovative startups to established enterprises, helping them control expenses, minimize costs, and enhance operational efficiency on a global scale.

Joining Brex means embracing challenges, pushing boundaries, and collaborating with some of the most talented professionals in the industry. We are dedicated to fostering a diverse workforce and an inclusive culture, where your potential is only limited by your aspirations. We provide you with the necessary tools, resources, and support to advance your career.

Sales at Brex

The Sales team is pivotal to Brex's revenue generation. Each team member plays a crucial role in driving our financial success. Our focus is on creating new opportunities, acquiring fresh customers, and strengthening our relationships with existing clients. We celebrate our achievements collectively, recognizing individual contributions regularly, and maintain a competitive yet supportive environment.

The Customer Success team is dedicated to ensuring that our clients achieve their desired outcomes using Brex's comprehensive suite of financial services and software.

Your role

As a Scaled Customer Success Manager II, you will utilize technology and streamlined processes to support our customers effectively. Your goal is to ensure a smooth experience with Brex, which involves crafting strategies to enhance customer retention and growth, addressing their inquiries, and proactively engaging with them to meet their needs.

As an early member of this role, you will have the opportunity to be innovative and adaptable, contributing to the development of a top-tier scaled Customer Success program. You will manage a mix of low-touch and high-touch clients, employing data, technology, and standardized playbooks to deliver substantial business value. In essence, you will approach Customer Success in a systematic manner.

By the conclusion of each subscription period, customers should be able to articulate the return on investment they have gained from Brex, thanks to your outreach and insights.

Key Responsibilities
  • Independently devise strategies to retain and expand Brex's customer base
  • Utilize Customer Success and marketing automation tools to engage with clients at scale
  • Contribute to and evaluate scaled engagement strategies and playbooks
  • Proactively identify and address potential risks
  • Monitor customer accounts through case management, product usage analytics, account health indicators, and tailored alerts
  • Ensure customers maintain adequate credit limits
  • Proactively reach out to customers based on predefined criteria
  • Collaborate closely with the Dedicated Support team to resolve customer issues promptly
  • Represent the customer's voice within Brex, identifying trends and providing feedback on enhancing customer service
  • Possess specific industry or product knowledge relevant to the customer segment you support
Qualifications
  • A minimum of 3 years of experience in customer-facing or marketing roles
  • Comfortable interacting with a high volume of customers throughout their lifecycle
  • Experience in a SaaS or Fintech environment
  • A passion for helping customers achieve their objectives
  • A creative self-starter with a deep understanding of customer needs and use cases
  • A proven track record of building relationships and driving business growth
  • Comfortable presenting innovative ideas and challenging conventional practices
  • A Bachelor's degree or equivalent qualification
Preferred Qualifications
  • Experience in leading live webinars and workshops
  • Success in developing effective email outreach initiatives
Compensation

The anticipated on-target earnings (OTE) for this position range from $126,560 to $158,200. The starting salary will be influenced by various factors, including the candidate's location, skills, experience, market conditions, and internal pay equity. The OTE figure encompasses base salary and commissions, which are contingent on performance. Depending on the specific role, equity and additional compensation may be included in the overall package.