Scaled Customer Success Manager

1 hour, 43 minutes ago
Full-time
Mid Level
Customer and Technical Support
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

Description

  • Develop strategies to retain and grow Brex customers independently.
  • Use customer success and marketing automation platforms to engage with 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.
  • Proactively identify and mitigate customer risk.
  • Monitor accounts using cases, product usage dashboards, account health triggers, and customized alerts.
  • Partner with Sales teams to source expansion opportunities across the book of business.
  • Work closely with the VIP Support team to resolve customer issues in a timely manner.
  • Advocate for the voice of the customer internally and share customer trends and feedback.
  • Help build a world-class scaled Customer Success program using data, technology, and repeatable playbooks.

Requirements

  • At least 3 years of experience in customer-facing, marketing, or program management roles.
  • Experience interacting with a high volume of customers at different stages of the customer lifecycle.
  • Experience working at a SaaS or fintech organization.
  • Passion for helping customers achieve their goals.
  • Creative self-starter who understands customer use cases and can 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 $99,440 to $124,300.
  • Base salary and commissions included in the OTE, with commissions performance-based.
  • Equity and other forms of compensation may be provided as part of the total package.

Interested in this position?

Apply directly on the company website

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