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13

February

Customer Success Manager

North Star - Sydney, NSW

IT
Source: uWorkin

JOB DESCRIPTION

WHO WE ARE

An incredible opportunity has arisen as a Customer Success Manager for Braze with North Star.


Braze delivers customer experiences across email, mobile, SMS, and web. Customers, including Canva, Disney, THE ICONIC, REA Group and KFC, use the Braze platform to facilitate real-time experiences between brands and consumers in a more authentic and human way. Each month, tens of billions of messages are sent to a network of over 2 billion active users through Braze, with Braze being named in Forbes Cloud 100 and often in the far top right quadrant in the top marketing analysis reports.


Australia and New Zealand’s most innovative brands have chosen to work with North Star to drive the most innovative and cutting edge customer experiences through Braze and North Star’s marketers, engineers and strategists. A near 100% retention rate has seen North Star reach triple digits YoY growth, making it one of the fastest growing companies in the region.


WHAT YOU’LL DO


  • Dedicated contact for strategy, product training, and platform questions
  • Lead and inspire customers to personalise their marketing programs, targeted and effective, while simultaneously driving business outcomes for ROI.
  • Own customer relationships from implementation onboarding to ongoing product adoption across multiple departments, stakeholders, and business users.
  • Own empowering adoption of Braze and are seeing value from our product.
  • Analyse customer use-cases and recommend market/vertical best practices for optimise product usage and adoption and enhance client marketing programs.
  • Work with commercial account owners to ensure successful renewals and upsells.
  • Product expertise through delivery of training and planning workshops for clients.
  • Proactively analyse and provide strategic engagement with clients through ad-hoc communications, bi-weekly cadence, Quarterly Executive Business Reviews.
  • Work with Onboarding Managers and other Success Partners to seamlessly transition clients from onboarding to ongoing active users.
  • Solicit and synthesize customer product feedback to contribute to product development. 


WHO YOU ARE


  • 5 years+ experience managing complex enterprise and/or scale-up accounts (ACV of $100K or more annually) across multiple senior client stakeholders at a SaaS company
  • You have exemplary written and verbal communication skills coupled with unparalleled follow up skills. Clients have the impression that you listen and understand their problems.
  • You’re known for being a “team player.” We just can’t emphasize this enough.
  • High level of intellectual curiosity. You see opportunity and growth in learning more about what you do and how it impacts others.
  • You have strong technical domain knowledge of two or more of the following: SaaS, Mobile, APIs, Marketing Automation, Direct Marketing, Analytics or Programming (HTML etc).
  • Project management experience and/or formal certifications (PMP, Agile, etc).


WHAT WE OFFER

A fast moving, tech start-up culture where openness, curiosity, collaboration and career growth are encouraged and supported. Our team aren’t just software people, you’ll find minds from marketing, engineering and many more backgrounds that will challenge your thinking. You’ll also have the opportunity to work with inspiring customers, many of whom are the leading brands in the world at what they do.


• Competitive compensation that includes upside 

• Collaborative, transparent, collegial and fun loving office culture 

• Flexible time off to balance your work and life in the way that suits you best 

• A culture of innovation around processes, there’s no one best way to achieve one goal 

• Travel (when the borders open) to customers and other Braze offices globally


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