Strategic Customer Success Manager

2 weeks ago

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

The Sales team is pivotal in driving revenue for Brex. Each member significantly impacts our financial success. We prioritize generating new opportunities, acquiring fresh clients, and enhancing relationships with existing customers. Our culture celebrates daily achievements and recognizes individual contributions on a weekly and monthly basis.

We ensure that top performers receive acknowledgment and have cultivated a competitive atmosphere to keep the team motivated and cohesive.


The Customer Success team is dedicated to guaranteeing that all customers 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 customers on a large scale.

Your goal is to ensure a seamless experience with Brex, which involves developing strategies to enhance and retain their business, addressing their inquiries, and proactively reaching out to ensure all their needs are met.


As an early hire in this position, you will be innovative and adaptable in your approach, assisting us in establishing a world-class scaled Customer Success program.

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

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


By the end of each subscription term, customers should be able to articulate the ROI they have gained 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 platforms to engage with customers at scale.
  • Contribute to and evaluate scaled playbooks and engagement strategies.
  • Proactively identify and mitigate risks.
  • Monitor accounts through cases, product usage dashboards, account health triggers, and other ongoing, customized alerts.
  • Ensure customers maintain a sufficient credit limit.
  • Proactively reach out to customers based on predefined criteria.
  • Collaborate closely with the Dedicated Support team to resolve customer issues promptly.
  • Advocate for the voice of the customer internally at Brex, identifying trends and providing feedback on how Brex can enhance its services.
  • Possess specific industry or product knowledge relevant to the group of Brex customers you support.
Requirements

  • A minimum of 3 years of experience in customer-facing or marketing roles.
  • Experience and comfort in interacting with a high volume of customers at various stages of the customer lifecycle.
  • Experience in a SaaS or Fintech organization.
  • A passion for working with customers to help them achieve their goals.
  • A creative self-starter who understands customers, their use cases, and how to be a trusted partner.
  • A proven track record of building relationships and business with external and internal parties.
  • Comfortable presenting new ideas and challenging the status quo.
  • Bachelor's or undergraduate degree.
Bonus Points

  • Experience leading live webinars and workshops.
  • Experience in 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 various factors, including the candidate's location, skills, experience, market demands, and internal pay parity.

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

Depending on the position offered, equity and other forms of compensation may be included as part of a total compensation package.

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