Customer Success Manager I

2+ years experience in customer-facing, lifecycle roles
1+ years of experience as a Customer Success Manager or Account Manager, managing a high volume of customer relationships
Experience and comfort interacting with a high volume of customers at different stages of the customer lifecycle
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 and challenging the status quo in a fast-moving, high-growth environment
Bachelor’s or undergraduate degree

Independently develop and execute strategies to retain and grow Brex Customers
Maintain complete knowledge of your customers’ status and needs
Proactively analyze customer data and health scores to identify and mitigate potential churn risk
Monitor the account through cases, product usage dashboards, account health triggers, and other ongoing, customized alerts
Always ensure customers have a sufficient credit limit
Reach out to the customer proactively for certain predefined criteria
Advocate for the customer when needed across EPD teams
Own product adoption, retention, and growth metrics for your named accounts

Experience working in payments, credit card services, credit underwriting, or embedded finance
Experience with SaaS metrics (e.g. NRR, GRR, product adoption, and retention)
Experience using CRM and Customer Success platforms (e.g. Salesforce, Vitally, or similar tools) to track customer interactions and account health