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Client Engagement Manager

2 months ago

New York, New York, United States Brex Full time
Why join us

Brex is revolutionizing the way businesses manage their spending through an AI-driven platform. Our integrated solutions, including corporate cards, banking services, and global payment options, empower companies to control expenditures confidently. From startups to large enterprises, numerous organizations rely on Brex to optimize their financial operations, reduce costs, and enhance efficiency on a global scale.

At Brex, you will have the opportunity to challenge yourself, innovate, and collaborate with some of the most talented professionals in the industry. We are dedicated to fostering a diverse workforce and an inclusive environment, believing that your potential should only be limited by your aspirations. We provide the necessary tools, resources, and support to help you advance your career.

Sales at Brex

The Sales division is crucial to Brex's revenue generation. Each team member plays a vital role in our financial success. Our focus is on creating new opportunities, acquiring clients, and strengthening relationships with existing customers. We celebrate achievements daily and recognize individual contributions regularly, fostering a competitive yet supportive atmosphere.

The Customer Success team ensures 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 processes to effectively support our clients at scale. Your goal is to guarantee a seamless experience with Brex, which includes crafting strategies to enhance customer retention and growth, addressing inquiries, and proactively engaging with clients to meet their needs.

Being an early addition to this role, you will be expected to be innovative and adaptable, contributing to the development of a top-tier scaled Customer Success program. You will engage with both low-touch and high-touch clients, employing data, technology, and established playbooks to deliver value. Essentially, 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 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 clients at scale
  • Contribute to and evaluate scaled engagement strategies and playbooks
  • Proactively identify and address potential risks
  • Monitor accounts through various metrics, including product usage and account health indicators
  • Ensure clients maintain adequate credit limits
  • Proactively reach out to clients based on predefined criteria
  • Collaborate closely with the Dedicated Support team to resolve customer issues promptly
  • Represent the voice of the customer within Brex, identifying trends and providing feedback for improvement
  • Possess specific industry or product knowledge relevant to the customer segment you support
Qualifications
  • A minimum of 3 years in customer-facing or marketing roles
  • Experience engaging with a high volume of clients across various stages of the customer lifecycle
  • Background 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 existing norms
  • A bachelor's degree or equivalent qualification
Preferred Qualifications
  • Experience leading live webinars and workshops
  • Success in developing effective email outreach campaigns
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.