Scaled Customer Success Manager
$99,440–$124,300 year
On-site · New York City, New York, United States or San Francisco, California, United States
Job Summary
Scaled Customer Success Manager at Brex drives programmatic, data-driven customer engagement at scale. You’ll independently develop strategies to retain and grow Brex customers, use marketing automation platforms to engage across the customer lifecycle, and collaborate with other Scaled CSMs to test and iterate scaled playbooks (email campaigns, webinars, office hours, and digital content) that educate customers, drive product adoption, and surface expansion opportunities. You’ll monitor accounts with health triggers and dashboards, partner with Sales to source expansion opportunities, coordinate with VIP Support to resolve issues quickly, advocate for customer insights internally, and build scalable programs for both low-touch and high-touch customers. Responsibilities include designing one-to-many programs, identifying and mitigating risk, and delivering measurable ROI for customers through ongoing outreach and innovation in customer education and AI-enabled data strategies. The role requires a track record of building customer programs, comfortable presenting new ideas, and a passion for helping customers achieve their goals.
Required Qualifications
- At least 3 years experience in customer-facing, marketing, or program management roles
- Experience and comfort interacting with a high volume of customers at different stages of the customer lifecycle
- Experience working at a SaaS or Fintech organization
- You are passionate about working with customers to ensure they achieve their goals
- You’re a creative self-starter who understands customers, their use cases, and how to be a trusted partner
- You see yourself as a relationship and business builder - and have a proven track record of doing this with external and internal parties at Brex or in other roles
- You’re comfortable presenting new ideas, challenging the status quo, and asking, “How can we scale or streamline this?”
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