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Manager – Customer Success
| Company | Brex |
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| Location | San Francisco, CA, USA |
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| Salary | $144640 – $180800 |
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| Type | Full-Time |
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| Degrees | |
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| Experience Level | Senior |
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Requirements
- Passionate about working with customers to ensure they achieve their goals
- 5+ years in customer success/account management roles and at least 2+ years leading high-performing teams in SaaS or fintech environments
- Proven experience managing a team with a performance quota attached, including retention, expansion, and customer adoption metrics
- Familiar with customer listening or Voice of the Customer programs and methodologies
- Experience developing customer health scorecards and associated playbooks
- Strong technical acumen with an understanding of how the systems you have overseen work, enabling you to hold your own in technical conversations with other stakeholders
- See yourself as a relationship and business builder – and have a proven track record of doing this with external and internal parties
- You are dynamic – no two days at Brex are the same and you’re comfortable leading high-level strategic initiatives one day and rolling your sleeves up and getting into the weeds with the team on another
- Ready to inspire Customer Success at Brex to be revolutionary in changing the way we engage with our customers
Responsibilities
- Hire, mentor, and develop a high-performing team of Customer Success Managers, creating a culture of accountability, innovation, and customer-centricity
- Own and be measured on team-based metrics, including Net Revenue Retention (NRR), churn reduction, customer engagement and revenue expansion
- Define, iterate and scale performance measurement frameworks to ensure your team delivers consistent, high-impact customer engagement
- Partner with all customer-facing teams (Marketing, CX, Sales, and Product) to shape the customer journey, improve customer processes, and influence product direction
- Champion the Voice of the Customer (VoC) by proactively surfacing customer insights to influence product development and drive strategic initiatives
- Define and iterate on performance measurement systems
- Attract, recruit, develop, and retain the best CSMs in the world, fostering an environment of continuous learning and growth
Preferred Qualifications
No preferred qualifications provided.
