Head of US Customer Engagement

4 days ago


Chicago, Illinois, United States Braze Full time

What You'll Do

This is an excellent opportunity for an experienced leader to join our team and make a significant impact. As the Vice President of Customer Success, Americas, you will be responsible for driving customer satisfaction, retention, and growth by ensuring our customers receive maximum value from their investment in Braze.

  • Your Key Responsibilities:
  • Develop and execute strategies that contribute to achieving Braze's business objectives.
  • Lead and manage the Americas Customer Success team, providing guidance and support to ensure their success.
  • Build and maintain strong relationships with key customers, ensuring they receive exceptional service and support.
  • Collaborate with cross-functional teams 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.

About You

  • Requirements:
  • 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.
  • Understanding of enterprise technology.
  • Domain knowledge of Mobile, Web, Marketing Automation and Marketing Analytics are a plus.

Compensation and Benefits

We offer a competitive compensation package, including equity grants of restricted stock units (RSUs) and a comprehensive benefits plan covering medical, dental, vision, life, and disability. The estimated salary range for this position is $201,000 - $223,780 per year, with an expected On Target Earnings (OTE) between $300,000 - $334,000/year (including bonus or commission). We also provide full- and part-time employees with flexible paid time off, family services, professional development opportunities, and community engagement activities throughout the year.



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