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Scaled Customer Success Manager

1 hour, 25 minutes ago
Canada
Full-time
Mid Level
Customer Success Manager
Customer and Technical Support
Apply Now
Brex

Brex

Brex is an AI-powered spend platform that offers integrated corporate cards, expenses, travel, and payments in over 100 countries. With a unified platform for corporate cards, expense management, reimbursements, travel, business accounts, and bill pay,...

Diversified Financial Services
1K-5K
Founded 2017
$1800M raised
View All Jobs 20

Description

  • Independently develop strategies to retain and grow Brex customers.
  • Use customer success and marketing automation platforms to engage customers at scale.
  • Partner with other Scaled CSMs to build and test scaled playbooks and engagement strategies.
  • Design and execute one-to-many programs such as email campaigns, webinars, office hours, and digital content.
  • Educate customers, drive product adoption, and surface expansion opportunities across customer segments.
  • Proactively identify, monitor, and mitigate customer risk using cases, product usage dashboards, account health triggers, and alerts.
  • Partner with Sales to source expansion opportunities and identify high-growth customers in the book of business.
  • Work closely with VIP Support to ensure customer issues are resolved in a timely fashion.
  • Advocate internally for the voice of the customer and share customer trends and feedback to improve Brex’s service.

Requirements

  • At least 3 years of experience in customer-facing, marketing, or program management roles.
  • Experience managing a high volume of customers across different stages of the customer lifecycle.
  • Experience working at a SaaS or fintech organization.
  • Passion for helping customers achieve their goals.
  • Creative self-starter with strong customer understanding and the ability to act as a trusted partner.
  • Proven track record of building relationships and driving business outcomes with external and internal stakeholders.
  • Comfort presenting new ideas, challenging the status quo, and thinking about how to scale or streamline processes.
  • Track record of building customer programs from scratch that drove measurable retention or expansion outcomes (preferred).
  • Experience leading large-scale webinars and workshops (preferred).
  • Experience creating successful email outreach programs (preferred).
  • Experience creating and leading customer education initiatives (preferred).
  • Experience leveraging AI strategically and responsibly for large data sets (preferred).

Benefits

  • Expected OTE range of $88,000 - $110,000.
  • OTE includes base salary and commissions, subject to performance.
  • Equity may be provided as part of the total compensation package.
  • Other forms of compensation may be included depending on the role offered.

Interested in this position?

Apply directly on the company website

Apply Now

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