Director, Customer Success, Enterprise

United States Digital Space LLC; Chicago (IL); Hybrid; USD 172,000 - 271,000; Full time

Benefits offered by this job

Competitive compensation including own

401(k) + ESPP

Flexible PTO

Medical/dental/vision

Fertility benefits & parental leave

Professional development stipend

In-office culture & community

Volunteer week

Employee Resource Groups

Great Place to Work culture

Job summary

Braze in Chicago is seeking a Customer Success Director to lead multiple teams, own the book of business, and drive growth with KPI ownership.

You will build executive relationships, mitigate risk, and partner with Sales and Services to deliver excellent customer outcomes. This role offers hybrid work arrangements and equity opportunities.

Qualifications

• 5+ years relevant experience in customer success, consultancy, account management or mobile marketing.
• 3+ years experience managing people managers.
• Significant project management experience and/or formal certifications (PMP, PMgP, Agile, Prince2).
• Exemplary written and verbal communication skills with unparalleled follow up.
• You build strong positive relationships with clients and colleagues.
• You are known for being a team player.
• You have a high level of intellectual curiosity.
• You see opportunity and growth in learning more and continuously improving both processes and yourself.
• You have strong technical domain knowledge of two or more: Mobile Development, APIs, Marketing Automation, Direct Marketing, Analytics or HTML.

Responsibilities

• Be a core member of the Customer Success Department’s Senior Leadership Team driving strategy.
• Manage multiple Customer Success teams across locations, hiring and nurturing staff.
• Hire and nurture new talent, set clear expectations and manage performance.
• Develop a cost-efficient organization while maintaining high service standards.
• Create a culture of customer delight with aligned sales and services leadership.
• Serve as a public presence building executive relationships and acting as escalation point.
• Ensure teams hit KPIs for platform adoption, renewals, expansion and advocacy.
• Identify opportunities for process improvements and evolving reporting.
• Guide teams through client lifecycles and demonstrate ongoing value.
• Drive KPI-based ROI and advocate customer use-cases to product development.

Skills

People management

Leadership

Communication skills

Team player

Analytical thinking

Technical domain knowledge

Job description

At the company, we have found our people. We’re a genuinely approachable, exceptionally kind, and intensely passionate crew.

We seek to ignite that passion by setting high standards, championing teamwork, and creating work-life harmony as we collectively navigate rapid growth on a global scale while striving for greater equity and opportunity – inside and outside our organization.

To flourish here, you must be prepared to set a high bar for yourself and those around you. There is always a way to contribute: Acting with autonomy, having accountability and being open to new perspectives are essential to our continued success.

Our deep curiosity to learn and our eagerness to share diverse passions with others gives us balance and injects a one-of-a-kind vibrancy into our culture.

If you are driven to solve exhilarating challenges and have a bias toward action in the face of change, you will be empowered to make a real impact here, with a sharp and passionate team at your back. If the company sounds like a place where you can thrive, we can’t wait to meet you.

As a Customer Success Director you will join our department’s senior leadership team to own our entire [Classification] book of business within [the company geography]. You will manage multiple teams, taking ownership of their growth, development and achievement. You will take ultimate responsibility for your team’s book of business, building strong relationships with customers, minimizing and mitigating risks, along with successfully supporting growth opportunities to ensure your teams hit their KPIs.

What you’ll do

• Be a core member of the Customer Success Department’s Senior Leadership Team helping guide and shape the future of the department and contributing to the future of the wider business
• Manage multiple Customer Success teams - likely in more than one location - hiring, nurturing, performance managing, and supporting the development and satisfaction of your staff
• Hire and nurture new talent into our world-class Customer Success organization by building a pipeline of candidates, setting clear expectations, and managing performance
• Develop a cost efficient organisation that maintains our high standard of excellence when providing support to customers
• Create a culture of customer delight, partnering closely with Senior Sales and Services Leadership to foster alignment, delivering excellent customer experience and positive commercial outcomes
• You will be a public presence for the company building executive relationships with customers, acting as a point of escalation across your book of business and representing the company during public activities.
• Working with your managers and individual contributors you will be responsible for your teams achieving their KPIs against platform adoption, customer renewal, customer expansion and advocacy.
• Identify opportunities for continuous improvement including evolving process, reporting, and materials
• Guide your team in managing their clients throughout their lifecycle, work with your team to understand customer's evolving business and technical goals for using the company and continuously demonstrate value.
• Drive ongoing adoption, setting KPIs and success metrics for ROI
• Advocate customer business use-cases to product development
• Be a point of escalation for clients in your team’s portfolio
• Work closely with internal stakeholders at the company to design and develop efficient processes and working practices

Please note this job description cannot possibly cover every duty you may need to undertake, you may be asked by your line manager to handle other reasonable responsibilities commensurate with the role.

Qualifications

• 5+ years relevant experience in a related area for example, Customer Success, Consultancy, Account Management or Mobile Marketing
• 3+ years experience managing people managers
• Significant project management experience and/or formal certifications (PMP, PMgP, Agile, Prince2 etc).
• You have exemplary written and verbal communication skills coupled with unparalleled follow up skills.
• You build strong positive relationships with clients and colleagues.
• You are known for being a team player.
• You have a high level of intellectual curiosity.
• You see opportunity and growth in learning more and continuously improving both processes and yourself.
• You have strong technical domain knowledge of two or more of the following: Mobile Development, APIs, Marketing Automation, Direct Marketing, Analytics or Programming (HTML etc).

For candidates based in the United States, the pay range for this position at the start of employment is expected to be between $172,000 and $271,000/year, with an expected On Target Earnings (OTE) between $209,000 and $300,000/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, this role qualifies for a comprehensive Total Rewards package that includes equity grants of restricted stock (RSUs) so that you will own a piece of our company.

From offering comprehensive benefits to fostering hybrid ways of working, we’ve got you covered so you can prioritize work-life harmony. the company offers benefits such as:

• Competitive compensation that may include equity
• Retirement and Employee Stock Purchase Plans
• Flexible paid time off
• Comprehensive benefit plans covering medical, dental, vision, life, and disability
• Family services that include fertility benefits and equal paid parental leave
• Professional development supported by formal career pathing, learning platforms, and a yearly learning stipend
• A curated in-office employee experience, designed to foster community, team connections, and innovation
• Opportunities to give back to your community, including an annual company-wide Volunteer Week and donation matching
• Employee Resource Groups that provide supportive communities within the company
• Collaborative, transparent, and fun culture recognized as a Great Place to Work®

ABOUT the company

the company is the leading customer engagement platform that empowers brands to Be Absolutely Engaging™. the company helps brands deliver great customer experiences that drive value both for consumers and for their businesses. Built on a foundation of composable intelligence, BrazeAI™ allows marketers to combine and activate AI agents, models, and features at every touchpoint throughout the the company Customer Engagement Platform for smarter, faster, and more meaningful customer engagement. From cross-channel messaging and journey orchestration to Al-powered decisioning and optimization, the company enables companies to turn action into interaction through autonomous, 1:1 personalized experiences.

The company has been consistently recognized as a Leader in marketing technology by industry analysts, and was named a G2 “Best of Marketing and Digital Advertising Software Product” in 2026. the company was also named a 2026 Best Places to Work by Built In, a 2025 America