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Customer Success Manager

2 months ago

Salt Lake, Utah, United States Brex Full time
Sales at Brex

The Sales division is pivotal in driving revenue for Brex. Each team member plays a crucial role in influencing our financial success. Our focus is on creating new opportunities, acquiring fresh clients, and enhancing relationships with existing customers. We cultivate a cohesive culture that celebrates significant achievements daily and recognizes individual contributions on a weekly and monthly basis.

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

What You'll Do

As a Scaled Customer Success Manager II, you will utilize technology and processes to support our clients at scale.

Your goal is to guarantee a seamless experience with Brex—this includes formulating strategies to expand and retain their business, addressing their inquiries, and proactively reaching out to ensure all their needs are met.

As an early member of this role, you will adopt an innovative and flexible approach, assisting in the development of a top-tier scaled Customer Success program.

You will engage with a mix of low-touch and high-touch clients, employing data, technology, and repeatable playbooks to deliver business value.

In essence, you will approach Customer Success in a systematic manner.

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

Responsibilities

- Independently devise strategies to retain and expand Brex customers.
- Utilize Customer Success and other marketing automation tools to engage with clients at scale.
- Contribute to and evaluate scaled playbooks and engagement strategies.
- Proactively identify and address potential risks.
- Monitor accounts through cases, product usage dashboards, account health indicators, and other ongoing, tailored alerts.
- Ensure customers maintain adequate credit limits.
- Reach out to clients proactively based on predefined criteria.
- Collaborate closely with the Dedicated Support team to resolve customer issues promptly.
- Advocate for the customer’s voice within Brex, identifying trends and providing internal feedback on enhancing customer service.
- Possess specific industry or product knowledge relevant to the group of Brex customers you support.
Requirements

- Minimum of 3 years experience in customer-facing or marketing roles.
- Comfort and experience in interacting with a high volume of clients at various stages of the customer lifecycle.
- Experience in a SaaS or Fintech organization.
- A passion for collaborating with clients to help them achieve their objectives.
- A creative self-starter who comprehends customer needs and how to be a trusted partner.
- Proven track record of building relationships and business with external and internal stakeholders.
- Comfortable presenting innovative ideas and challenging existing norms.
- Bachelor's degree or equivalent qualification.
Bonus Points

- Experience leading live webinars and workshops.
- Proven success in creating effective email outreach programs.
Compensation

The expected OTE range for this role is $112,000 USD - $140,000 USD.

The starting salary will be influenced by various factors, including the candidate's location, skills, experience, market demands, and internal pay parity.

The OTE figure mentioned includes base salary and commissions, which may vary based on performance.

Depending on the position, equity and other forms of compensation may be included in the total compensation package.