Scaled Customer Success Manager

Brex is an intelligent finance platform that empowers companies to manage their spending effectively. As a Scaled Customer Success Manager, you will leverage technology to support customers at scale, ensuring a seamless experience and developing strategies to retain and grow their business.

Responsibilities:

• Independently develop strategies to retain and grow Brex Customers
• Use Customer Success and other marketing automation platforms to engage with customers at scale
• Partner with other Scaled CSMs to contribute to and test scaled playbooks and engagement strategies. Design and execute one-to-many programs, including email campaigns, webinars, office hours, and digital content that educate customers, drive product adoption, and surface expansion opportunities across customer segments
• Proactively identify and mitigate risk
• Monitor accounts through cases, product usage dashboards, account health triggers, and other ongoing, customized alerts
• Partner with the Sales teams to source expansion opportunities and find the next group of “unicorns” in our book of business
• Work closely with the VIP Support team to ensure customer issues are resolved in a timely fashion
• Advocate for the voice of the customer internally at Brex, identifying customer trends and providing internal feedback on how Brex can better serve our customers

Requirements:

• 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?'
• Track record of building customer programs from scratch that drove measurable retention or expansion outcomes
• Experience leading large-scale webinars and workshops
• Experience creating successful email outreach programs
• Experience creating & leading customer education initiatives
• Experience leveraging AI strategically and responsibly for large data sets