Senior Customer Success Operations Specialist

WHAT YOU'LL DO

The Senior CX Operations Specialist will be responsible for driving coordination across regional Customer Success leadership to ensure the strategic allocation of resources that fuel revenue retention. Reporting to the Director of CX Operations, the Sr. CX Operations Specialist will leverage both internal and external tools to identify high-value accounts critical to Braze’s retention and growth strategies. The ideal candidate is a self-starter with a passion for data, technology, and process development.

Key Responsibilities:

• Collaborate closely with Customer Success leadership to design new Customer Success territories and ensure equitable allocation of accounts among Customer Success Managers
• Strategize with regional management to develop frameworks for identifying optimal Customer Success territories and accounts
• Ensure that Customer Success territories and account assignments align with Sales territory and carve assignments to promote continuity across the business and maximize the likelihood of strong renewal outcomes
• Enhance internal and external tools and data sources to pinpoint high-value and high-propensity accounts
• Work cross-functionally with Customer Experience, Sales Operations, and Renewals Management to optimize processes that align with retention and sales objectives
• Ensure accuracy and completeness of CRM Account data & Customer Success Platform (CSP) data

WHO YOU ARE

Competencies:

• Attention to Detail: High level of accuracy in managing platform configurations and customer data with a vigilance in ensuring compliance with customer contracts and internal policies
• Communication: Excellent verbal and written communication skills. Ability to explain technical concepts to non-technical stakeholders clearly and concisely
• Collaboration: Ability to work effectively within a team and across departments across different initiatives and incentives
• Time Management: Ability to manage multiple tasks and prioritize effectively
• Operational Efficiency: Strong organizational skills to handle various requests and platform configurations against competing urgencies and timeframes
• Adaptability: Flexibility to adapt to changing customer requirements and platform updates with the ability to learn new tools and technologies quickly
• Ethical Standards: Commitment to maintaining high ethical standards in managing customer data and platform access. Ensuring compliance with company policies and industry regulations
• Problem Solving: Strong analytical skills to identify and resolve issues efficiently. Ability to think critically and provide innovative solutions to improve processes
• Data Management: Ability to maintain accurate records and documentation of customer instances and feature access while understanding data privacy and security best practices

Qualifications:

• 3+ years of experience in a B2B SaaS sales or operations environment, with a strong understanding of customer engagement platforms and their functionalities
• Ability to partner with Customer Experience & Sales and balance multiple partnerships within the Braze go-to-market organization
• Proven experience in leading strategic initiatives and projects that drive operational efficiency and enhance customer satisfaction
• Comfortable working in some ambiguity and proactive enough to help build new strategic frameworks
• Strong analytical skills to identify and resolve complex issues efficiently, with the ability to think critically and provide innovative solutions to improve processes
• Proficient in Google Sheets and/or Microsoft Excel
• Experience with Salesforce is required
• Experience with Tableau a plus
• Ability to “manage up” and have difficult conversations with senior partners when necessary

For candidates based in the United States, the pay range for this position at the start of employment is expected to be between $76,300 and $92,400/year with an expected On Target Earnings (OTE) between $84,800 and $102,700/year (including bonus or commission). Your exact offer may vary depending on multiple individualized factors, including market location, job-related knowledge, skills, and experience. In addition to cash compensation, Braze offers full- and part- time employees a comprehensive Total Rewards package that includes equity grants of restricted stock (RSUs) so that all Braze employees own a piece of our company.