As a Customer Success Manager in our Enterprise team you will be part of a team managing some of the world’s biggest and most recognizable brands.  This is a 14 month fixed term contract.

WHAT YOU'LL DO

• Partner with Account Executives to ensure commercial alignment & drive client renewals, retention & net retention targets for your customers
• Be your customers’ main point of contact and trusted advisor at Braze
• Drive feature adoption by building a shared Success Plan with your customers, providing strategic guidance, enablement, and day-to-day advice to help them hit their objectives with Braze
• Drive customer advocacy by building strong customer relationships and creating mutual value for your customers and Braze
• Proactively analyze your customer product usage to identify opportunities and risks to account health  
• Maintain ongoing regular contact with your customers via ad-hoc communications, regular check-ins, events, and Executive Business Reviews.
• Advocate for your customers, soliciting and synthesizing customer product feedback to contribute to product development
• Provide continuing education for customers to maximize product usage, identifying new or unused Braze features that could provide value for your customer and represent an upsell opportunity for Braze.
• In addition to being a dedicated contact for strategy, product training inquiries, and non-technical support, you will coordinate with other Braze teams including Technical Support, Industry Solutions, and Deliverability Services to ensure your customers receive the support they need simply and seamlessly
• Work with Onboarding Managers and other Customer Success Partners to seamlessly transition clients from onboarding to ongoing activity.
• You will likely spend time onsite with customers and may travel [internationally]

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.  

WHO YOU ARE

You are passionate about customer success and find satisfaction in helping your customers achieve great things.  You have a proven track record in customer success and are seeking to progress your career, with one of the industry’s most advanced customer success teams, by working with established, household-name, enterprise customers with over 1,000 employees.

• You are an excellent communicator with exemplary written and verbal communication skills coupled with unparalleled follow up skills. Clients and colleagues have the impression that you listen and understand the strategic problems they are trying to solve
• You’re excited by working with medium and large technology companies who move fast, and want to build new customer experiences quickly
• You’re known for being a “team player.” We just can’t emphasize this enough
• You build great relationships with colleagues and customers
• You have a high level of intellectual curiosity. You see opportunity and growth in learning more about what you do and how it impacts others
• You have experience successfully managing complex accounts or projects with sophisticated clients, multiple stakeholders, and competing priorities
• You have excellent time management skills
• You have domain knowledge of two or more of the following:  SaaS, Mobile, APIs, Marketing Automation, Direct Marketing, Marketing Analytics or Programming (HTML etc
• 2-5 years relevant experience in a related area, for example Onboarding, Customer Success, Implementations or Project Management

Our Expert Services team is seeking a Delivery Manager to oversee the execution of fixed-length professional services provided in-house. This role is vital to the customer lifecycle, as you will spearhead the implementations of new and existing Braze clients. Working alongside key go-to-market stakeholders including Account Executives, Customer Success Managers, and Technical Architects and more.  You will ensure a seamless transition and superior results. Your mission is to grasp each client's unique business needs and direct program delivery to achieve rapid time-to-value and optimal ROI from their Braze investment.

Key Responsibilities: 

The Delivery Manager role focuses on the end-to-end execution of fixed-length onboarding, implementations, and other professional services to ensure new and existing clients achieve rapid time-to-value and optimal ROI from their Braze investment.

Program Ownership and Management

The Delivery Manager's mission is to spearhead the onboarding and implementation of new and existing Braze clients, ensuring projects are executed on time and meet customer expectations. This includes:

• Project managing a portfolio of customer implementations to successful outcomes, thereby accelerating Time-to-Value and contributing to customer growth and retention.
• Managing program delivery and consistently monitoring and reporting on project progress, while addressing any challenges or roadblocks that may arise.

Stakeholder Collaboration and Alignment

The role is cross-functional and requires working alongside key go-to-market and account stakeholders.The Delivery Manager is considered part of the Implementation Team, often working closely with the Technical Architect. Collaboration is required to align on customer goals and deliverables with:

• Internal teams: Technical Architects (TAs), Customer Success Managers (CSMs), and Account Executives (AEs).
• External parties: Coordinating effectively with the customer's agencies and third parties to drive desired outcomes.

Customer Needs Assessment and Value Realization

The manager must rapidly assess and understand each customer's unique business requirements to tailor the implementation experience effectively. This involves:

• Engaging with customer stakeholders—from senior staff to Braze end users—to understand their business and technical goals.
• Driving customers to realize fast time-to-value by implementing best practices and strategies.
• Helping to drive early adoption, setting key performance indicators (KPIs), and success metrics for ROI.
• Advocating customer business use-cases to product development.

Enhancing Experience and Enabling Users

The Delivery Manager advocates for customer needs and feedback to internal teams to enhance the overall customer experience. Specific enablement and process responsibilities include:

• Training and Workshops: Conducting training sessions and workshops. This means delivering engaging enablement training and collaborating with internal technical resources to empower customers to use Braze's platform and powerful features efficiently. The Delivery Manager group is also included in technical training, such as the Decisioning Studio Technical Enablement.
• Documentation and Transition: Understanding and documenting customer stakeholder roles and hierarchy within a detailed account to ensure successful transitions to the Customer Success Manager team after project completion.
• Process Improvement: Designing and continually improving processes and materials that enhance efficiency and customer experience during implementation.
• Technical Workstreams: When required, taking ownership of some technical workstreams in implementation projects and working directly with the customer's product and engineering stakeholders.

What You’ll Do: 

• Program Ownership and Management: Project manage a portfolio of customer implementations to successful outcomes, accelerating Time-to-Value, growing and retaining customers. Consistently monitor and report on project progress, while proactively addressing any challenges or roadblocks to ensure projects are executed on time and meet customer expectations.
• Customer Enablement: Collaborate with internal technical resources to empower and train customers to use Braze's platform and powerful features as efficiently as possible. This includes participating in technical training, such as the Decisioning Studio Technical Enablement, to remain proficient in advanced platform capabilities.
• Relationship Building: Engage with customer stakeholders to understand their business and technical goals for using Braze, building credible relationships throughout the customer organization, from senior staff to Braze end users. Document customer stakeholder roles and hierarchy within detailed accounts to facilitate a seamless transition to the Customer Success Manager team post-implementation.
• Technical Leadership: When needed, take ownership of some technical workstreams in implementation projects and work directly with customer's product and engineering stakeholders. Act as a bridge between the customer's technical requirements and Braze's internal implementation teams, such as Technical Architects.
• External Coordination: Coordinate effectively with customer's agencies and third parties to drive desired outcomes. Ensure all external partners are aligned with the customer's strategic goals and the Braze implementation timeline.
• Value Realization: Help drive early adoption, setting KPIs and success metrics for ROI. Implement best practices and strategies that lead customers to realize fast time-to-value from their investment.
• Product Advocacy: Advocate customer business use-cases to product development. Serve as a voice for the customer internally to help shape the platform roadmap based on real-world needs.
• Continuous Improvement: Design and continually improve processes and materials that enhance efficiency and customer experience during implementation. Effectively deliver engaging enablement training and workshops, tailoring remote sessions to exceed customer expectations.

Who You Are:

The ideal candidate for the Delivery Manager role should exhibit a strong combination of professional experience, organizational discipline, and interpersonal strengths to ensure successful client outcomes:

• Professional Experience: Requires a minimum of 2-5 years of experience in a customer-facing work environment. This foundation is coupled with proven experience in project management and technology implementation, which is vital for overseeing fixed-length professional services and client implementations. You should also have demonstrated interest or experience in technical concepts such as SaaS, Mobile, APIs, Marketing Automation, Direct Marketing, Analytics, or Programming (HTML etc.).
• Organizational Discipline: You must be highly organized and reliable, ensuring project tracking is always up-to-date. This role requires a self-starter with a continuous improvement mindset, dedicated to designing and refining processes and materials that enhance implementation efficiency and customer experience.
• Intellectual Growth: You possess a high level of intellectual curiosity and the ability to constantly learn new platform features, industry trends, and client use-cases to better advocate for them.
• Problem-Solving Skills: You have excellent analytical, problem diagnosis, and creative problem-solving skills, along with the desire and ability to identify and help implement necessary changes.
• Collaboration and Resilience: You can effectively work within a cross-functional team and balance multiple projects simultaneously. You are known for being a good collaborator who can motivate or maintain enthusiasm throughout the implementation engagement, and you have the ability to manage conflicting priorities and thrive in a fast-paced environment.
• Communication: Your strong listening and verbal communication skills enable you to quickly understand customer needs or issues and deliver a clear and concise response via video calls and emails.

Qualifications: 

• Education: Bachelor's degree or equivalent experience in a relevant field.
• Experience: 2-5 years in a similar customer-facing role, preferably in implementations or customer success. This includes proven experience in technology implementation and project management, with a demonstrated interest or background in technical concepts such as APIs, Marketing Automation, Analytics, SaaS, Mobile, or Programming.
• Skills: Strong project management skills with the discipline to be highly organized and keep tracking up-to-date. Excellent communication skills, including strong listening and verbal abilities to deliver clear and concise responses via video calls and emails. A high level of intellectual curiosity and willingness to learn about technical concepts, constantly learning new platform features and use-cases, paired with excellent analytical and creative problem-solving skills.

For candidates based in the United States, the pay range for this position at the start of employment is expected to be between $66,000 and $104,000/year, with an expected On Target Earnings (OTE) between $78,000 and $123,000/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.

Our Expert Services team is seeking a Delivery Manager to oversee the execution of fixed-length professional services provided in-house. This role is vital to the customer lifecycle, as you will spearhead the implementations of new and existing Braze clients. Working alongside key go-to-market stakeholders including Account Executives, Customer Success Managers, and Technical Architects and more.  You will ensure a seamless transition and superior results. Your mission is to grasp each client's unique business needs and direct program delivery to achieve rapid time-to-value and optimal ROI from their Braze investment.

Key Responsibilities: 

The Delivery Manager role focuses on the end-to-end execution of fixed-length onboarding, implementations, and other professional services to ensure new and existing clients achieve rapid time-to-value and optimal ROI from their Braze investment.

Program Ownership and Management

The Delivery Manager's mission is to spearhead the onboarding and implementation of new and existing Braze clients, ensuring projects are executed on time and meet customer expectations. This includes:

• Project managing a portfolio of customer implementations to successful outcomes, thereby accelerating Time-to-Value and contributing to customer growth and retention.
• Managing program delivery and consistently monitoring and reporting on project progress, while addressing any challenges or roadblocks that may arise.

Stakeholder Collaboration and Alignment

The role is cross-functional and requires working alongside key go-to-market and account stakeholders.The Delivery Manager is considered part of the Implementation Team, often working closely with the Technical Architect. Collaboration is required to align on customer goals and deliverables with:

• Internal teams: Technical Architects (TAs), Customer Success Managers (CSMs), and Account Executives (AEs).
• External parties: Coordinating effectively with the customer's agencies and third parties to drive desired outcomes.

Customer Needs Assessment and Value Realization

The manager must rapidly assess and understand each customer's unique business requirements to tailor the implementation experience effectively. This involves:

• Engaging with customer stakeholders—from senior staff to Braze end users—to understand their business and technical goals.
• Driving customers to realize fast time-to-value by implementing best practices and strategies.
• Helping to drive early adoption, setting key performance indicators (KPIs), and success metrics for ROI.
• Advocating customer business use-cases to product development.

Enhancing Experience and Enabling Users

The Delivery Manager advocates for customer needs and feedback to internal teams to enhance the overall customer experience. Specific enablement and process responsibilities include:

• Training and Workshops: Conducting training sessions and workshops. This means delivering engaging enablement training and collaborating with internal technical resources to empower customers to use Braze's platform and powerful features efficiently. The Delivery Manager group is also included in technical training, such as the Decisioning Studio Technical Enablement.
• Documentation and Transition: Understanding and documenting customer stakeholder roles and hierarchy within a detailed account to ensure successful transitions to the Customer Success Manager team after project completion.
• Process Improvement: Designing and continually improving processes and materials that enhance efficiency and customer experience during implementation.
• Technical Workstreams: When required, taking ownership of some technical workstreams in implementation projects and working directly with the customer's product and engineering stakeholders.

What You’ll Do: 

• Program Ownership and Management: Project manage a portfolio of customer implementations to successful outcomes, accelerating Time-to-Value, growing and retaining customers. Consistently monitor and report on project progress, while proactively addressing any challenges or roadblocks to ensure projects are executed on time and meet customer expectations.
• Customer Enablement: Collaborate with internal technical resources to empower and train customers to use Braze's platform and powerful features as efficiently as possible. This includes participating in technical training, such as the Decisioning Studio Technical Enablement, to remain proficient in advanced platform capabilities.
• Relationship Building: Engage with customer stakeholders to understand their business and technical goals for using Braze, building credible relationships throughout the customer organization, from senior staff to Braze end users. Document customer stakeholder roles and hierarchy within detailed accounts to facilitate a seamless transition to the Customer Success Manager team post-implementation.
• Technical Leadership: When needed, take ownership of some technical workstreams in implementation projects and work directly with customer's product and engineering stakeholders. Act as a bridge between the customer's technical requirements and Braze's internal implementation teams, such as Technical Architects.
• External Coordination: Coordinate effectively with customer's agencies and third parties to drive desired outcomes. Ensure all external partners are aligned with the customer's strategic goals and the Braze implementation timeline.
• Value Realization: Help drive early adoption, setting KPIs and success metrics for ROI. Implement best practices and strategies that lead customers to realize fast time-to-value from their investment.
• Product Advocacy: Advocate customer business use-cases to product development. Serve as a voice for the customer internally to help shape the platform roadmap based on real-world needs.
• Continuous Improvement: Design and continually improve processes and materials that enhance efficiency and customer experience during implementation. Effectively deliver engaging enablement training and workshops, tailoring remote sessions to exceed customer expectations.

Who You Are:

The ideal candidate for the Delivery Manager role should exhibit a strong combination of professional experience, organizational discipline, and interpersonal strengths to ensure successful client outcomes:

• Professional Experience: Requires a minimum of 2-5 years of experience in a customer-facing work environment. This foundation is coupled with proven experience in project management and technology implementation, which is vital for overseeing fixed-length professional services and client implementations. You should also have demonstrated interest or experience in technical concepts such as SaaS, Mobile, APIs, Marketing Automation, Direct Marketing, Analytics, or Programming (HTML etc.).
• Organizational Discipline: You must be highly organized and reliable, ensuring project tracking is always up-to-date. This role requires a self-starter with a continuous improvement mindset, dedicated to designing and refining processes and materials that enhance implementation efficiency and customer experience.
• Intellectual Growth: You possess a high level of intellectual curiosity and the ability to constantly learn new platform features, industry trends, and client use-cases to better advocate for them.
• Problem-Solving Skills: You have excellent analytical, problem diagnosis, and creative problem-solving skills, along with the desire and ability to identify and help implement necessary changes.
• Collaboration and Resilience: You can effectively work within a cross-functional team and balance multiple projects simultaneously. You are known for being a good collaborator who can motivate or maintain enthusiasm throughout the implementation engagement, and you have the ability to manage conflicting priorities and thrive in a fast-paced environment.
• Communication: Your strong listening and verbal communication skills enable you to quickly understand customer needs or issues and deliver a clear and concise response via video calls and emails.

Qualifications: 

• Education: Bachelor's degree or equivalent experience in a relevant field.
• Experience: 2-5 years in a similar customer-facing role, preferably in implementations or customer success. This includes proven experience in technology implementation and project management, with a demonstrated interest or background in technical concepts such as APIs, Marketing Automation, Analytics, SaaS, Mobile, or Programming.
• Skills: Strong project management skills with the discipline to be highly organized and keep tracking up-to-date. Excellent communication skills, including strong listening and verbal abilities to deliver clear and concise responses via video calls and emails. A high level of intellectual curiosity and willingness to learn about technical concepts, constantly learning new platform features and use-cases, paired with excellent analytical and creative problem-solving skills.

For candidates based in the United States, the pay range for this position at the start of employment is expected to be between $66,000 and $104,000/year, with an expected On Target Earnings (OTE) between $78,000 and $123,000/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.

Our Expert Services team is seeking a Delivery Manager to oversee the execution of fixed-length professional services provided in-house. This role is vital to the customer lifecycle, as you will spearhead the implementations of new and existing Braze clients. Working alongside key go-to-market stakeholders including Account Executives, Customer Success Managers, and Technical Architects and more.  You will ensure a seamless transition and superior results. Your mission is to grasp each client's unique business needs and direct program delivery to achieve rapid time-to-value and optimal ROI from their Braze investment.

Key Responsibilities: 

The Delivery Manager role focuses on the end-to-end execution of fixed-length onboarding, implementations, and other professional services to ensure new and existing clients achieve rapid time-to-value and optimal ROI from their Braze investment.

Program Ownership and Management

The Delivery Manager's mission is to spearhead the onboarding and implementation of new and existing Braze clients, ensuring projects are executed on time and meet customer expectations. This includes:

• Project managing a portfolio of customer implementations to successful outcomes, thereby accelerating Time-to-Value and contributing to customer growth and retention.
• Managing program delivery and consistently monitoring and reporting on project progress, while addressing any challenges or roadblocks that may arise.

Stakeholder Collaboration and Alignment

The role is cross-functional and requires working alongside key go-to-market and account stakeholders.The Delivery Manager is considered part of the Implementation Team, often working closely with the Technical Architect. Collaboration is required to align on customer goals and deliverables with:

• Internal teams: Technical Architects (TAs), Customer Success Managers (CSMs), and Account Executives (AEs).
• External parties: Coordinating effectively with the customer's agencies and third parties to drive desired outcomes.

Customer Needs Assessment and Value Realization

The manager must rapidly assess and understand each customer's unique business requirements to tailor the implementation experience effectively. This involves:

• Engaging with customer stakeholders—from senior staff to Braze end users—to understand their business and technical goals.
• Driving customers to realize fast time-to-value by implementing best practices and strategies.
• Helping to drive early adoption, setting key performance indicators (KPIs), and success metrics for ROI.
• Advocating customer business use-cases to product development.

Enhancing Experience and Enabling Users

The Delivery Manager advocates for customer needs and feedback to internal teams to enhance the overall customer experience. Specific enablement and process responsibilities include:

• Training and Workshops: Conducting training sessions and workshops. This means delivering engaging enablement training and collaborating with internal technical resources to empower customers to use Braze's platform and powerful features efficiently. The Delivery Manager group is also included in technical training, such as the Decisioning Studio Technical Enablement.
• Documentation and Transition: Understanding and documenting customer stakeholder roles and hierarchy within a detailed account to ensure successful transitions to the Customer Success Manager team after project completion.
• Process Improvement: Designing and continually improving processes and materials that enhance efficiency and customer experience during implementation.
• Technical Workstreams: When required, taking ownership of some technical workstreams in implementation projects and working directly with the customer's product and engineering stakeholders.

What You’ll Do: 

• Program Ownership and Management: Project manage a portfolio of customer implementations to successful outcomes, accelerating Time-to-Value, growing and retaining customers. Consistently monitor and report on project progress, while proactively addressing any challenges or roadblocks to ensure projects are executed on time and meet customer expectations.
• Customer Enablement: Collaborate with internal technical resources to empower and train customers to use Braze's platform and powerful features as efficiently as possible. This includes participating in technical training, such as the Decisioning Studio Technical Enablement, to remain proficient in advanced platform capabilities.
• Relationship Building: Engage with customer stakeholders to understand their business and technical goals for using Braze, building credible relationships throughout the customer organization, from senior staff to Braze end users. Document customer stakeholder roles and hierarchy within detailed accounts to facilitate a seamless transition to the Customer Success Manager team post-implementation.
• Technical Leadership: When needed, take ownership of some technical workstreams in implementation projects and work directly with customer's product and engineering stakeholders. Act as a bridge between the customer's technical requirements and Braze's internal implementation teams, such as Technical Architects.
• External Coordination: Coordinate effectively with customer's agencies and third parties to drive desired outcomes. Ensure all external partners are aligned with the customer's strategic goals and the Braze implementation timeline.
• Value Realization: Help drive early adoption, setting KPIs and success metrics for ROI. Implement best practices and strategies that lead customers to realize fast time-to-value from their investment.
• Product Advocacy: Advocate customer business use-cases to product development. Serve as a voice for the customer internally to help shape the platform roadmap based on real-world needs.
• Continuous Improvement: Design and continually improve processes and materials that enhance efficiency and customer experience during implementation. Effectively deliver engaging enablement training and workshops, tailoring remote sessions to exceed customer expectations.

Who You Are:

The ideal candidate for the Delivery Manager role should exhibit a strong combination of professional experience, organizational discipline, and interpersonal strengths to ensure successful client outcomes:

• Professional Experience: Requires a minimum of 2-5 years of experience in a customer-facing work environment. This foundation is coupled with proven experience in project management and technology implementation, which is vital for overseeing fixed-length professional services and client implementations. You should also have demonstrated interest or experience in technical concepts such as SaaS, Mobile, APIs, Marketing Automation, Direct Marketing, Analytics, or Programming (HTML etc.).
• Organizational Discipline: You must be highly organized and reliable, ensuring project tracking is always up-to-date. This role requires a self-starter with a continuous improvement mindset, dedicated to designing and refining processes and materials that enhance implementation efficiency and customer experience.
• Intellectual Growth: You possess a high level of intellectual curiosity and the ability to constantly learn new platform features, industry trends, and client use-cases to better advocate for them.
• Problem-Solving Skills: You have excellent analytical, problem diagnosis, and creative problem-solving skills, along with the desire and ability to identify and help implement necessary changes.
• Collaboration and Resilience: You can effectively work within a cross-functional team and balance multiple projects simultaneously. You are known for being a good collaborator who can motivate or maintain enthusiasm throughout the implementation engagement, and you have the ability to manage conflicting priorities and thrive in a fast-paced environment.
• Communication: Your strong listening and verbal communication skills enable you to quickly understand customer needs or issues and deliver a clear and concise response via video calls and emails.

Qualifications: 

• Education: Bachelor's degree or equivalent experience in a relevant field.
• Experience: 2-5 years in a similar customer-facing role, preferably in implementations or customer success. This includes proven experience in technology implementation and project management, with a demonstrated interest or background in technical concepts such as APIs, Marketing Automation, Analytics, SaaS, Mobile, or Programming.
• Skills: Strong project management skills with the discipline to be highly organized and keep tracking up-to-date. Excellent communication skills, including strong listening and verbal abilities to deliver clear and concise responses via video calls and emails. A high level of intellectual curiosity and willingness to learn about technical concepts, constantly learning new platform features and use-cases, paired with excellent analytical and creative problem-solving skills.

For candidates based in the United States, the pay range for this position at the start of employment is expected to be between $66,000 and $104,000/year, with an expected On Target Earnings (OTE) between $78,000 and $123,000/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.

As a Customer Success Manager in our Retail team you will be part of a team managing some of the world’s biggest and most recognizable brands.

WHAT YOU'LL DO

• Partner with Account Executives to ensure commercial alignment & drive client renewals, retention & net retention targets for your customers
• Be your customers’ main point of contact and trusted advisor at Braze
• Drive feature adoption by building a shared Success Plan with your customers, providing strategic guidance, enablement, and day-to-day advice to help them hit their objectives with Braze
• Drive customer advocacy by building strong customer relationships and creating mutual value for your customers and Braze
• Proactively analyze your customer product usage to identify opportunities and risks to account health  
• Maintain ongoing regular contact with your customers via ad-hoc communications, regular check-ins, events, and Executive Business Reviews.
• Advocate for your customers, soliciting and synthesizing customer product feedback to contribute to product development
• Provide continuing education for customers to maximize product usage, identifying new or unused Braze features that could provide value for your customer and represent an upsell opportunity for Braze.
• In addition to being a dedicated contact for strategy, product training inquiries, and non-technical support, you will coordinate with other Braze teams including Technical Support, Industry Solutions, and Deliverability Services to ensure your customers receive the support they need simply and seamlessly
• Work with Onboarding Managers and other Customer Success Partners to seamlessly transition clients from onboarding to ongoing activity.
• You will likely spend time onsite with customers and may travel [internationally]

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.  

WHO YOU ARE

You are passionate about customer success and find satisfaction in helping your customers achieve great things.  You have a proven track record in customer success and are seeking to progress your career, with one of the industry’s most advanced customer success teams, by working with established, household-name, enterprise customers with over 1,000 employees.

• You are an excellent communicator with exemplary written and verbal communication skills coupled with unparalleled follow up skills. Clients and colleagues have the impression that you listen and understand the strategic problems they are trying to solve
• You’re excited by working with medium and large technology companies who move fast, and want to build new customer experiences quickly
• You’re known for being a “team player.” We just can’t emphasize this enough
• You build great relationships with colleagues and customers
• You have a high level of intellectual curiosity. You see opportunity and growth in learning more about what you do and how it impacts others
• You have experience successfully managing complex accounts or projects with sophisticated clients, multiple stakeholders, and competing priorities
• You have excellent time management skills
• You have domain knowledge of two or more of the following:  SaaS, Mobile, APIs, Marketing Automation, Direct Marketing, Marketing Analytics or Programming (HTML etc
• 2-5 years relevant experience in a related area, for example Onboarding, Customer Success, Implementations or Project Management

For candidates based in the United States, the pay range for this position at the start of employment is expected to be between $94,620 - $102,000/year, with an expected On Target Earnings (OTE) between $114,275 - $120,000/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, Braze offers full and part-time employees a comprehensive Total Rewards package that includes equity grants of restricted stock (RSUs) so that all Braze employees own a piece of our company.

As a Customer Success Manager in our Retail team you will be part of a team managing some of the world’s biggest and most recognizable brands.

WHAT YOU'LL DO

• Partner with Account Executives to ensure commercial alignment & drive client renewals, retention & net retention targets for your customers
• Be your customers’ main point of contact and trusted advisor at Braze
• Drive feature adoption by building a shared Success Plan with your customers, providing strategic guidance, enablement, and day-to-day advice to help them hit their objectives with Braze
• Drive customer advocacy by building strong customer relationships and creating mutual value for your customers and Braze
• Proactively analyze your customer product usage to identify opportunities and risks to account health  
• Maintain ongoing regular contact with your customers via ad-hoc communications, regular check-ins, events, and Executive Business Reviews.
• Advocate for your customers, soliciting and synthesizing customer product feedback to contribute to product development
• Provide continuing education for customers to maximize product usage, identifying new or unused Braze features that could provide value for your customer and represent an upsell opportunity for Braze.
• In addition to being a dedicated contact for strategy, product training inquiries, and non-technical support, you will coordinate with other Braze teams including Technical Support, Industry Solutions, and Deliverability Services to ensure your customers receive the support they need simply and seamlessly
• Work with Onboarding Managers and other Customer Success Partners to seamlessly transition clients from onboarding to ongoing activity.
• You will likely spend time onsite with customers and may travel [internationally]

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.  

WHO YOU ARE

You are passionate about customer success and find satisfaction in helping your customers achieve great things.  You have a proven track record in customer success and are seeking to progress your career, with one of the industry’s most advanced customer success teams, by working with established, household-name, enterprise customers with over 1,000 employees.

• You are an excellent communicator with exemplary written and verbal communication skills coupled with unparalleled follow up skills. Clients and colleagues have the impression that you listen and understand the strategic problems they are trying to solve
• You’re excited by working with medium and large technology companies who move fast, and want to build new customer experiences quickly
• You’re known for being a “team player.” We just can’t emphasize this enough
• You build great relationships with colleagues and customers
• You have a high level of intellectual curiosity. You see opportunity and growth in learning more about what you do and how it impacts others
• You have experience successfully managing complex accounts or projects with sophisticated clients, multiple stakeholders, and competing priorities
• You have excellent time management skills
• You have domain knowledge of two or more of the following:  SaaS, Mobile, APIs, Marketing Automation, Direct Marketing, Marketing Analytics or Programming (HTML etc
• 2-5 years relevant experience in a related area, for example Onboarding, Customer Success, Implementations or Project Management

For candidates based in the United States, the pay range for this position at the start of employment is expected to be between $94,620 - $102,000/year, with an expected On Target Earnings (OTE) between $114,275 - $120,000/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, Braze offers full and part-time employees a comprehensive Total Rewards package that includes equity grants of restricted stock (RSUs) so that all Braze employees own a piece of our company.

As a Customer Success Manager in our Retail team you will be part of a team managing some of the world’s biggest and most recognizable brands.

WHAT YOU'LL DO

• Partner with Account Executives to ensure commercial alignment & drive client renewals, retention & net retention targets for your customers
• Be your customers’ main point of contact and trusted advisor at Braze
• Drive feature adoption by building a shared Success Plan with your customers, providing strategic guidance, enablement, and day-to-day advice to help them hit their objectives with Braze
• Drive customer advocacy by building strong customer relationships and creating mutual value for your customers and Braze
• Proactively analyze your customer product usage to identify opportunities and risks to account health  
• Maintain ongoing regular contact with your customers via ad-hoc communications, regular check-ins, events, and Executive Business Reviews.
• Advocate for your customers, soliciting and synthesizing customer product feedback to contribute to product development
• Provide continuing education for customers to maximize product usage, identifying new or unused Braze features that could provide value for your customer and represent an upsell opportunity for Braze.
• In addition to being a dedicated contact for strategy, product training inquiries, and non-technical support, you will coordinate with other Braze teams including Technical Support, Industry Solutions, and Deliverability Services to ensure your customers receive the support they need simply and seamlessly
• Work with Onboarding Managers and other Customer Success Partners to seamlessly transition clients from onboarding to ongoing activity.
• You will likely spend time onsite with customers and may travel [internationally]

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.  

WHO YOU ARE

You are passionate about customer success and find satisfaction in helping your customers achieve great things.  You have a proven track record in customer success and are seeking to progress your career, with one of the industry’s most advanced customer success teams, by working with established, household-name, enterprise customers with over 1,000 employees.

• You are an excellent communicator with exemplary written and verbal communication skills coupled with unparalleled follow up skills. Clients and colleagues have the impression that you listen and understand the strategic problems they are trying to solve
• You’re excited by working with medium and large technology companies who move fast, and want to build new customer experiences quickly
• You’re known for being a “team player.” We just can’t emphasize this enough
• You build great relationships with colleagues and customers
• You have a high level of intellectual curiosity. You see opportunity and growth in learning more about what you do and how it impacts others
• You have experience successfully managing complex accounts or projects with sophisticated clients, multiple stakeholders, and competing priorities
• You have excellent time management skills
• You have domain knowledge of two or more of the following:  SaaS, Mobile, APIs, Marketing Automation, Direct Marketing, Marketing Analytics or Programming (HTML etc
• 2-5 years relevant experience in a related area, for example Onboarding, Customer Success, Implementations or Project Management

For candidates based in the United States, the pay range for this position at the start of employment is expected to be between $94,620 - $102,000/year, with an expected On Target Earnings (OTE) between $114,275 - $120,000/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, Braze offers full and part-time employees a comprehensive Total Rewards package that includes equity grants of restricted stock (RSUs) so that all Braze employees own a piece of our company.

As a Customer Success Manager in our Retail team you will be part of a team managing some of the world’s biggest and most recognizable brands.

WHAT YOU'LL DO

• Partner with Account Executives to ensure commercial alignment & drive client renewals, retention & net retention targets for your customers
• Be your customers’ main point of contact and trusted advisor at Braze
• Drive feature adoption by building a shared Success Plan with your customers, providing strategic guidance, enablement, and day-to-day advice to help them hit their objectives with Braze
• Drive customer advocacy by building strong customer relationships and creating mutual value for your customers and Braze
• Proactively analyze your customer product usage to identify opportunities and risks to account health  
• Maintain ongoing regular contact with your customers via ad-hoc communications, regular check-ins, events, and Executive Business Reviews.
• Advocate for your customers, soliciting and synthesizing customer product feedback to contribute to product development
• Provide continuing education for customers to maximize product usage, identifying new or unused Braze features that could provide value for your customer and represent an upsell opportunity for Braze.
• In addition to being a dedicated contact for strategy, product training inquiries, and non-technical support, you will coordinate with other Braze teams including Technical Support, Industry Solutions, and Deliverability Services to ensure your customers receive the support they need simply and seamlessly
• Work with Onboarding Managers and other Customer Success Partners to seamlessly transition clients from onboarding to ongoing activity.
• You will likely spend time onsite with customers and may travel [internationally]

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.  

WHO YOU ARE

You are passionate about customer success and find satisfaction in helping your customers achieve great things.  You have a proven track record in customer success and are seeking to progress your career, with one of the industry’s most advanced customer success teams, by working with established, household-name, enterprise customers with over 1,000 employees.

• You are an excellent communicator with exemplary written and verbal communication skills coupled with unparalleled follow up skills. Clients and colleagues have the impression that you listen and understand the strategic problems they are trying to solve
• You’re excited by working with medium and large technology companies who move fast, and want to build new customer experiences quickly
• You’re known for being a “team player.” We just can’t emphasize this enough
• You build great relationships with colleagues and customers
• You have a high level of intellectual curiosity. You see opportunity and growth in learning more about what you do and how it impacts others
• You have experience successfully managing complex accounts or projects with sophisticated clients, multiple stakeholders, and competing priorities
• You have excellent time management skills
• You have domain knowledge of two or more of the following:  SaaS, Mobile, APIs, Marketing Automation, Direct Marketing, Marketing Analytics or Programming (HTML etc
• 2-5 years relevant experience in a related area, for example Onboarding, Customer Success, Implementations or Project Management

For candidates based in the United States, the pay range for this position at the start of employment is expected to be between $94,620 - $102,000/year, with an expected On Target Earnings (OTE) between $114,275 - $120,000/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, Braze offers full and part-time employees a comprehensive Total Rewards package that includes equity grants of restricted stock (RSUs) so that all Braze employees own a piece of our company.

WHAT YOU'LL DO:

As a Technical Architect and part of our Expert Services organization at Braze, you will serve as a highly technical resource, responsible for delivering outcome-based technical services and bespoke technical solutions across all stages of the customer lifecycle. You will own and drive complex technical projects and workstreams to successful completion, specializing in architecting integrations, sophisticated data strategies, and customer-centric use case design to unlock the full value of the Braze Platform.

As a Technical Architect, you will be a key driving force of technical and product expertise, working alongside Sales, Customer Success Managers, Technical Account Managers, Delivery Managers, Partners, Product and Engineering, and Technical Support. You will be responsible for rapidly understanding each client’s business and technical requirements, helping them achieve fast time-to-value from their investment in Braze. You will also help clients tailor Braze’s product to their needs by effectively articulating and positioning the value of Braze via workshops, meetings, written communication, and general consultation. This is a highly technical, customer-obsessed role, leveraging Braze's functionality to help our customers achieve key business outcomes.

Key Objectives

Customer Obsessed

• Serve as a trusted, deeply technical advisor, owning the projects and workstreams of technical strategy at any stage across the customer lifecycle from initial architecture through ongoing optimization and beyond.
• Design and implement bespoke, complex technical solutions and integrations that meet unique customer needs and drive tangible business value.
• Act as a technical conduit between Braze and the customer’s product and engineering teams.
• Build best-in-class solutions and document those for future automation and iterative deployment.
• Ensure all designed solutions adhere to security best practices, compliance regulations, and architectural standards.

Data-Driven

• Maximize customer adoption, retention, and time-to-value by ensuring the most effective and efficient technical implementation of the Braze platform

Growth Mindset 

• Proactively maintain and expand your own technical depth and expertise, including staying current with emerging trends in AI and machine learning, and spearhead internal and external education initiatives to share this expertise.
• Drive efficiency and innovation by identifying, evaluating, and advocating for new technologies and practices that can enhance the Braze platform's capabilities and value proposition for customers.
• Collaborate closely with product, engineering, and sales teams to translate complex technical requirements into clear, actionable development plans and product feedback.

Key Responsibilities
Client Success & Technical Guidance

• Engage with internal account teams and customers to rapidly understand their goals, technical requirements, and use cases to determine how the Braze platform will integrate into their existing architecture.
• Design comprehensive technical implementation plans, solutions and architectures, and scopes of work for paid engagements, aligning with both customer requirements and Braze best practices.
• Facilitate and support technical aspects of customer onboarding and complex SDK/API integrations, ensuring product completeness and maximizing time to value.
• Consultatively address advanced use cases, translating strategic solutions into actionable technical steps and architectural diagrams for customers.
• Understand the in-depth customer goals, use cases, and KPIs for each assigned project, driving continued customer value through technical maturity and strategic adoption of the platform.

Technical Solutioning, Resolution & Empowerment

• Troubleshoot and provide solutions for complex strategic technical needs reported by customers during paid implementation and throughout their lifecycle.
• Instill best practices and engineering excellence by internally validating technical feasibility for product launches and ensuring high-quality instrumentation across the customer stack.
• Document technical requirements, bespoke customer integrations, and risks/blockers, communicating effectively with account teams, customers, partners, and/or internal teams to drive positive outcomes.

WHO YOU ARE:

Experience

• 3+ years of experience in a technical role such as Solutions Architect, Technical Architect, Technical Account Manager, Implementation Consultant, or a related field.
• 3+ years of technical experience managing complex customer environments with a strong product command and deep technical domain knowledge of SaaS, Mobile, APIs, and Programming.
• Proven track record of delivering high-impact, custom technical engagements that drive tangible outcomes.
• Excellent communication and presentation skills with the ability to explain complex technical concepts to both technical and non-technical audiences.
• Experience working cross-functionally with Sales, Product, Engineering, and Customer Success teams.
• Bachelor's degree in Computer Science, Engineering, or a related technical field, or equivalent practical experience.
• An Entrepreneurial Builder: You are proactive and resourceful, comfortable identifying unmet needs and developing new solutions. You're driven to continuously improve our processes and help build a stronger, more efficient business.

Skills

• Exceptional technical depth with the ability to design and articulate complex data and system architectures to both technical and non-technical stakeholders.
• Excellent written and verbal communicator with strong influencing skills and the ability to take complex technical ideas and translate them to non-technical stakeholders
• A natural problem solver, demonstrating a high level of intellectual curiosity and a collaborative approach to solutioning.
• Ability to manage multiple competing, complex technical priorities effectively under time constraints in a fast-paced environment.
• You are a natural problem solver with a high level of intellectual curiosity and love working as part of a team to solve those problems.
• You are a strong team player and collaborate effectively with internal and external stakeholders (e.g., technical resources, project management, customer executives, service partners).
• You are comfortable building with AI tools to accelerate workstreams and build efficiencies in your day-to-day role

WHAT WE'RE LOOKING FOR

As a Partner Technical Advisor, you will be part of the Partner Services team that manages Braze’s extensive Service Delivery partner ecosystem. You will be responsible for delivering technical implementation guidance, providing product subject-matter expertise, developing advanced use-case solutioning, and ensuring ongoing alignment to our partners.

Your focus will be on advising and enabling our partner ecosystem by acting as the technical conduit between Braze and our partners. You will work as a Braze technical subject matter expert alongside a Partner Services team consisting of Partner Delivery Managers and Strategists who monitor and empower this ecosystem. 

You will also help partners address our joint customer’s complex use cases and tailor Braze’s product to their needs by effectively articulating and positioning the value of Braze via workshops, meetings, written communication, and documentation, while collaborating closely with our Education, Services, Success, and Product teams as required.

This is an exciting opportunity to bring your experience as a Technical Advisor, product and implementation expert, business analyst, technical support representative, or client success professional, along with a high level of product and technical competence, delivering high-impact assistance to our extensive Service Delivery Partner network. 

• Provide on-demand technical guidance to partners, supporting use case, integration, and product-level challenges as they arise
• Collaborate with Partner Delivery Managers to provide technical assistance on engagements and partners as needed
• Serve as a technical escalation point for partner projects, collaborating with internal Braze teams to resolve complex issues
• Facilitate and support product functionality inquiries and technical aspects from partners to maximize time to value and drive product completeness for our joint customers
• Assist partners in troubleshooting and resolving technical blockers to drive positive customer outcomes and ensure minimal disruption to project delivery
• Collaborate with Partner Delivery Managers to provide technical assistance on engagements and partners as needed
• Share best practices and technical resources with partners to empower partner service teams to enable Braze customers independently and efficiently
• Support and design tools that will enhance the efficiency of our partner’s service offerings 
• Maintain up-to-date knowledge of Braze products, integrations, and technical enablement materials.
• Document and share recurring technical challenges and solutions to inform continuous improvement of partner support resources
• Participate in partner outreach and risk mitigation activities as needed, supporting overall project success

WHO YOU ARE:

• 2+ years relevant experience in a related area, for example, marketing, mobile marketing, implementation, technical support, business analyst, technical account management and/or customer success professional working with customer accounts of varying sizes and complexity
• You have strong product command and technical domain knowledge of two or more of the following: SaaS, Marketing, Mobile, APIs or Programming
• You are an excellent written and verbal communicator with strong influencing skills and unparalleled follow up
• You’re known for being a team player and work well with internal and external stakeholders (technical resources, project management teams, customer executives, service partners)
• You are a problem solver, with a high level of intellectual curiosity
• You see opportunity and growth in learning more about what you do and how it impacts others

We are seeking a Senior Manager/Director of Technical Partner Solutions to define the strategic direction and lead the evolution of Braze's technical engagement with Technology (ISV) and Delivery Partners. This leader will scale the ISV function, focusing efforts on high-value technical partnerships and building a scalable support framework for technically complex customer use cases built by Delivery Partners.

This role requires a technical leader who can work cross-functionally to understand the technical needs of our partner ecosystem, map these needs against Braze's internal strategy, and translate them into measurable execution plans. You will work with Braze’s extensive ISV ecosystem alongside commercial counterparts managing this network. You will also work closely with the Partner Services Delivery team, who support our Delivery Partners to help with highly technical use cases, identify technical knowledge gaps, and recommend enablement plans for our Delivery Partners. You will manage a team of ISV Partner Managers and Partner Technical Advisors and advocate for the addition of further technical subject matter experts (such as AI Decisioning, Email Deliverability) within the Partner Services Technical Solutions function.

WHAT YOU'LL DO

• Collaborate with Partnerships to define ISV prioritization and execute ISV strategy in alignment with broader business goals at Braze, creating a clear and measurable partner onboarding and integration lifecycle management without sustained product dependency
• Strengthen cross-functional alignment with Product, Engineering, and Partnerships to ensure ISV integrations enhance customer value, accelerate product adoption, and support retention
• Oversee program scalability, introducing and managing tools and processes such as an Integration Platform as a Service (iPaaS), optimised partner listings, and documentation
• Demonstrate a data-oriented approach to define and track technical partner KPIs, such as integration quality (utilization, efficacy), number of new partners, speed to market,  time to integration, and technical certification rates
• Translate partner product updates, integration expansion requests, and complex customer use cases into actionable roadmap inputs for Product & Engineering
• Work closely with Product and Expert Services to identify upcoming product and new service launches and advise how Partner Services should support our partners with these new areas
• Lead and develop the Technical Partner Solutions overarching function, providing structure, mentorship, accountability, setting standards, and building processes and documentation. Establish and continuously evolve the job family, career development paths, and materials, and headcount model to ensure team engagement, scalability, and continuity
• Manage the ISV Partner Manager team to ensure integration SME coverage, meet troubleshooting SLAs, and provide ongoing technical support for Technology partners
• Manage the Partner Technical Advisor team to ensure comprehensive Braze product knowledge, technical subject matter expertise in new partner services such as Email Deliverability and AI Decisioning Studio, and provide ongoing technical oversight and support for Delivery partners
• Ability to craft a 12–24 month technical roadmap for partners that aligns with Braze’s long-term product vision. Define ongoing technical training requirements for Technology and Delivery partners and work with cross-functional stakeholders to execute on partner enablement plans
• Serve as the senior escalation point for partner-related IRTs and customer issues. Own cross-functional resolution with CX, Product, and Engineering
• Ability to resolve technical friction between Braze product teams and external partner engineering teams while maintaining trust
• Effective communication for rolling out new technical requirements or compliance standards across a global partner network

WHO YOU ARE

• 5–8+ years of experience in technical partner management, solutions engineering, partner engineering, or ISV program management at a SaaS or MarTech company; At least 3+ years in a leadership capacity
• Deep Technical Fluency: Expert knowledge of APIs (REST, webhooks), data integration patterns (ETL/reverse ETL, CDPs, event streaming), and hands-on comfort with data infrastructure tools (e.g., Snowflake, Segment, mParticle)
• Operational Excellence: Proven track record of building scalable processes—partner onboarding playbooks, tiered support models, and SLA frameworks—in a high-growth environment managing 100+ integrations. Comfortable operating in ambiguity and introducing structure without slowing innovation
• Strategic & Cross-functional Leadership: A systems thinker with the ability to strategically prioritize competing technical demands (inbound partner requests, integration expansion) with a clear rationale. Proven ability to influence and drive alignment across Product, Engineering, and GTM stakeholders
• Commercial Instinct: Experience connecting technical partnership work to revenue outcomes 
• Familiarity with iPaaS platforms, app marketplace/app store models, and self-service integration frameworks is a strong plus

For candidates based in the United States, the pay range for this position at the start of employment is expected to be between $110,000 and $182,000/year, with an expected On Target Earnings (OTE) between $129,000 and $214,000/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.

#LI-Hybrid

We are seeking a Senior Manager/Director of Technical Partner Solutions to define the strategic direction and lead the evolution of Braze's technical engagement with Technology (ISV) and Delivery Partners. This leader will scale the ISV function, focusing efforts on high-value technical partnerships and building a scalable support framework for technically complex customer use cases built by Delivery Partners.

This role requires a technical leader who can work cross-functionally to understand the technical needs of our partner ecosystem, map these needs against Braze's internal strategy, and translate them into measurable execution plans. You will work with Braze’s extensive ISV ecosystem alongside commercial counterparts managing this network. You will also work closely with the Partner Services Delivery team, who support our Delivery Partners to help with highly technical use cases, identify technical knowledge gaps, and recommend enablement plans for our Delivery Partners. You will manage a team of ISV Partner Managers and Partner Technical Advisors and advocate for the addition of further technical subject matter experts (such as AI Decisioning, Email Deliverability) within the Partner Services Technical Solutions function.

WHAT YOU'LL DO

• Collaborate with Partnerships to define ISV prioritization and execute ISV strategy in alignment with broader business goals at Braze, creating a clear and measurable partner onboarding and integration lifecycle management without sustained product dependency
• Strengthen cross-functional alignment with Product, Engineering, and Partnerships to ensure ISV integrations enhance customer value, accelerate product adoption, and support retention
• Oversee program scalability, introducing and managing tools and processes such as an Integration Platform as a Service (iPaaS), optimised partner listings, and documentation
• Demonstrate a data-oriented approach to define and track technical partner KPIs, such as integration quality (utilization, efficacy), number of new partners, speed to market,  time to integration, and technical certification rates
• Translate partner product updates, integration expansion requests, and complex customer use cases into actionable roadmap inputs for Product & Engineering
• Work closely with Product and Expert Services to identify upcoming product and new service launches and advise how Partner Services should support our partners with these new areas
• Lead and develop the Technical Partner Solutions overarching function, providing structure, mentorship, accountability, setting standards, and building processes and documentation. Establish and continuously evolve the job family, career development paths, and materials, and headcount model to ensure team engagement, scalability, and continuity
• Manage the ISV Partner Manager team to ensure integration SME coverage, meet troubleshooting SLAs, and provide ongoing technical support for Technology partners
• Manage the Partner Technical Advisor team to ensure comprehensive Braze product knowledge, technical subject matter expertise in new partner services such as Email Deliverability and AI Decisioning Studio, and provide ongoing technical oversight and support for Delivery partners
• Ability to craft a 12–24 month technical roadmap for partners that aligns with Braze’s long-term product vision. Define ongoing technical training requirements for Technology and Delivery partners and work with cross-functional stakeholders to execute on partner enablement plans
• Serve as the senior escalation point for partner-related IRTs and customer issues. Own cross-functional resolution with CX, Product, and Engineering
• Ability to resolve technical friction between Braze product teams and external partner engineering teams while maintaining trust
• Effective communication for rolling out new technical requirements or compliance standards across a global partner network

WHO YOU ARE

• 5–8+ years of experience in technical partner management, solutions engineering, partner engineering, or ISV program management at a SaaS or MarTech company; At least 3+ years in a leadership capacity
• Deep Technical Fluency: Expert knowledge of APIs (REST, webhooks), data integration patterns (ETL/reverse ETL, CDPs, event streaming), and hands-on comfort with data infrastructure tools (e.g., Snowflake, Segment, mParticle)
• Operational Excellence: Proven track record of building scalable processes—partner onboarding playbooks, tiered support models, and SLA frameworks—in a high-growth environment managing 100+ integrations. Comfortable operating in ambiguity and introducing structure without slowing innovation
• Strategic & Cross-functional Leadership: A systems thinker with the ability to strategically prioritize competing technical demands (inbound partner requests, integration expansion) with a clear rationale. Proven ability to influence and drive alignment across Product, Engineering, and GTM stakeholders
• Commercial Instinct: Experience connecting technical partnership work to revenue outcomes 
• Familiarity with iPaaS platforms, app marketplace/app store models, and self-service integration frameworks is a strong plus

For candidates based in the United States, the pay range for this position at the start of employment is expected to be between $110,000 and $182,000/year, with an expected On Target Earnings (OTE) between $129,000 and $214,000/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.

#LI-Hybrid

We are seeking a Senior Manager/Director of Technical Partner Solutions to define the strategic direction and lead the evolution of Braze's technical engagement with Technology (ISV) and Delivery Partners. This leader will scale the ISV function, focusing efforts on high-value technical partnerships and building a scalable support framework for technically complex customer use cases built by Delivery Partners.

This role requires a technical leader who can work cross-functionally to understand the technical needs of our partner ecosystem, map these needs against Braze's internal strategy, and translate them into measurable execution plans. You will work with Braze’s extensive ISV ecosystem alongside commercial counterparts managing this network. You will also work closely with the Partner Services Delivery team, who support our Delivery Partners to help with highly technical use cases, identify technical knowledge gaps, and recommend enablement plans for our Delivery Partners. You will manage a team of ISV Partner Managers and Partner Technical Advisors and advocate for the addition of further technical subject matter experts (such as AI Decisioning, Email Deliverability) within the Partner Services Technical Solutions function.

WHAT YOU'LL DO

• Collaborate with Partnerships to define ISV prioritization and execute ISV strategy in alignment with broader business goals at Braze, creating a clear and measurable partner onboarding and integration lifecycle management without sustained product dependency
• Strengthen cross-functional alignment with Product, Engineering, and Partnerships to ensure ISV integrations enhance customer value, accelerate product adoption, and support retention
• Oversee program scalability, introducing and managing tools and processes such as an Integration Platform as a Service (iPaaS), optimised partner listings, and documentation
• Demonstrate a data-oriented approach to define and track technical partner KPIs, such as integration quality (utilization, efficacy), number of new partners, speed to market,  time to integration, and technical certification rates
• Translate partner product updates, integration expansion requests, and complex customer use cases into actionable roadmap inputs for Product & Engineering
• Work closely with Product and Expert Services to identify upcoming product and new service launches and advise how Partner Services should support our partners with these new areas
• Lead and develop the Technical Partner Solutions overarching function, providing structure, mentorship, accountability, setting standards, and building processes and documentation. Establish and continuously evolve the job family, career development paths, and materials, and headcount model to ensure team engagement, scalability, and continuity
• Manage the ISV Partner Manager team to ensure integration SME coverage, meet troubleshooting SLAs, and provide ongoing technical support for Technology partners
• Manage the Partner Technical Advisor team to ensure comprehensive Braze product knowledge, technical subject matter expertise in new partner services such as Email Deliverability and AI Decisioning Studio, and provide ongoing technical oversight and support for Delivery partners
• Ability to craft a 12–24 month technical roadmap for partners that aligns with Braze’s long-term product vision. Define ongoing technical training requirements for Technology and Delivery partners and work with cross-functional stakeholders to execute on partner enablement plans
• Serve as the senior escalation point for partner-related IRTs and customer issues. Own cross-functional resolution with CX, Product, and Engineering
• Ability to resolve technical friction between Braze product teams and external partner engineering teams while maintaining trust
• Effective communication for rolling out new technical requirements or compliance standards across a global partner network

WHO YOU ARE

• 5–8+ years of experience in technical partner management, solutions engineering, partner engineering, or ISV program management at a SaaS or MarTech company; At least 3+ years in a leadership capacity
• Deep Technical Fluency: Expert knowledge of APIs (REST, webhooks), data integration patterns (ETL/reverse ETL, CDPs, event streaming), and hands-on comfort with data infrastructure tools (e.g., Snowflake, Segment, mParticle)
• Operational Excellence: Proven track record of building scalable processes—partner onboarding playbooks, tiered support models, and SLA frameworks—in a high-growth environment managing 100+ integrations. Comfortable operating in ambiguity and introducing structure without slowing innovation
• Strategic & Cross-functional Leadership: A systems thinker with the ability to strategically prioritize competing technical demands (inbound partner requests, integration expansion) with a clear rationale. Proven ability to influence and drive alignment across Product, Engineering, and GTM stakeholders
• Commercial Instinct: Experience connecting technical partnership work to revenue outcomes 
• Familiarity with iPaaS platforms, app marketplace/app store models, and self-service integration frameworks is a strong plus

For candidates based in the United States, the pay range for this position at the start of employment is expected to be between $110,000 and $182,000/year, with an expected On Target Earnings (OTE) between $129,000 and $214,000/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.

#LI-Hybrid

We are seeking a Senior Manager/Director of Technical Partner Solutions to define the strategic direction and lead the evolution of Braze's technical engagement with Technology (ISV) and Delivery Partners. This leader will scale the ISV function, focusing efforts on high-value technical partnerships and building a scalable support framework for technically complex customer use cases built by Delivery Partners.

This role requires a technical leader who can work cross-functionally to understand the technical needs of our partner ecosystem, map these needs against Braze's internal strategy, and translate them into measurable execution plans. You will work with Braze’s extensive ISV ecosystem alongside commercial counterparts managing this network. You will also work closely with the Partner Services Delivery team, who support our Delivery Partners to help with highly technical use cases, identify technical knowledge gaps, and recommend enablement plans for our Delivery Partners. You will manage a team of ISV Partner Managers and Partner Technical Advisors and advocate for the addition of further technical subject matter experts (such as AI Decisioning, Email Deliverability) within the Partner Services Technical Solutions function.

WHAT YOU'LL DO

• Collaborate with Partnerships to define ISV prioritization and execute ISV strategy in alignment with broader business goals at Braze, creating a clear and measurable partner onboarding and integration lifecycle management without sustained product dependency
• Strengthen cross-functional alignment with Product, Engineering, and Partnerships to ensure ISV integrations enhance customer value, accelerate product adoption, and support retention
• Oversee program scalability, introducing and managing tools and processes such as an Integration Platform as a Service (iPaaS), optimised partner listings, and documentation
• Demonstrate a data-oriented approach to define and track technical partner KPIs, such as integration quality (utilization, efficacy), number of new partners, speed to market,  time to integration, and technical certification rates
• Translate partner product updates, integration expansion requests, and complex customer use cases into actionable roadmap inputs for Product & Engineering
• Work closely with Product and Expert Services to identify upcoming product and new service launches and advise how Partner Services should support our partners with these new areas
• Lead and develop the Technical Partner Solutions overarching function, providing structure, mentorship, accountability, setting standards, and building processes and documentation. Establish and continuously evolve the job family, career development paths, and materials, and headcount model to ensure team engagement, scalability, and continuity
• Manage the ISV Partner Manager team to ensure integration SME coverage, meet troubleshooting SLAs, and provide ongoing technical support for Technology partners
• Manage the Partner Technical Advisor team to ensure comprehensive Braze product knowledge, technical subject matter expertise in new partner services such as Email Deliverability and AI Decisioning Studio, and provide ongoing technical oversight and support for Delivery partners
• Ability to craft a 12–24 month technical roadmap for partners that aligns with Braze’s long-term product vision. Define ongoing technical training requirements for Technology and Delivery partners and work with cross-functional stakeholders to execute on partner enablement plans
• Serve as the senior escalation point for partner-related IRTs and customer issues. Own cross-functional resolution with CX, Product, and Engineering
• Ability to resolve technical friction between Braze product teams and external partner engineering teams while maintaining trust
• Effective communication for rolling out new technical requirements or compliance standards across a global partner network

WHO YOU ARE

• 5–8+ years of experience in technical partner management, solutions engineering, partner engineering, or ISV program management at a SaaS or MarTech company; At least 3+ years in a leadership capacity
• Deep Technical Fluency: Expert knowledge of APIs (REST, webhooks), data integration patterns (ETL/reverse ETL, CDPs, event streaming), and hands-on comfort with data infrastructure tools (e.g., Snowflake, Segment, mParticle)
• Operational Excellence: Proven track record of building scalable processes—partner onboarding playbooks, tiered support models, and SLA frameworks—in a high-growth environment managing 100+ integrations. Comfortable operating in ambiguity and introducing structure without slowing innovation
• Strategic & Cross-functional Leadership: A systems thinker with the ability to strategically prioritize competing technical demands (inbound partner requests, integration expansion) with a clear rationale. Proven ability to influence and drive alignment across Product, Engineering, and GTM stakeholders
• Commercial Instinct: Experience connecting technical partnership work to revenue outcomes 
• Familiarity with iPaaS platforms, app marketplace/app store models, and self-service integration frameworks is a strong plus

For candidates based in the United States, the pay range for this position at the start of employment is expected to be between $110,000 and $182,000/year, with an expected On Target Earnings (OTE) between $129,000 and $214,000/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.

#LI-Hybrid

WHAT YOU'LL DO

As a Braze Customer Success Manager you will work closely with some of the most innovative brands in Japan to help them realize value from their investment in Braze.

• Own client renewals, retention and net retention targets for your customers
• Be your customers’ main point of contact and trusted advisor at Braze
• Partner with Account Executives to provide an excellent customer experience and to ensure commercial alignment
• Drive feature adoption by building a shared Success Plan with your customers, providing strategic and technical guidance, enablement, and day-to-day advice to help them hit their objectives with Braze
• Drive customer advocacy by building strong customer relationships and creating mutual value for your customers and Braze
• Proactively analyze your customer product usage to identify opportunities and risks to account health
• Maintain ongoing regular contact with your customers via ad-hoc communications, regular check-ins, events, and Executive Business Reviews.
• Advocate for your customers, soliciting and synthesizing customer product feedback to contribute to product development
• Provide continuing education for customers to maximize product usage, identifying new or unused Braze features that could provide value for your customer and represent an upsell opportunity for Braze.
• In addition to being a dedicated contact for strategy, product training inquiries, you will coordinate with other Braze teams including Technical Support, Industry Solutions, and Deliverability Services to ensure your customers receive the support they need simply and seamlessly
• Work with Onboarding Managers and other Customer Success Partners to seamlessly transition clients from onboarding to ongoing activity.

WHO YOU ARE

• You are passionate about customer success and find satisfaction in helping your customers achieve great things.
• You have a proven track record in customer success and are seeking to progress your career, with one of the industry’s most advanced customer success teams.
• You are an excellent communicator with exemplary written and verbal communication skills (Japanese), business proficient English, coupled with unparalleled follow up skills. Clients and colleagues have the impression that you listen and understand the strategic problems they are trying to solve
• You’re excited by working with companies of all sizes who want to elevate their customer experiences
• You’re known for being a “team player.” We just can’t emphasize this enough
• You build great relationships with colleagues and customers
• You have a high level of intellectual curiosity. You see opportunity and growth in learning more about what you do and how it impacts others
• You have experience successfully managing complex accounts or projects with sophisticated clients, multiple stakeholders, and competing priorities
• You have excellent time management skills
• You have domain knowledge of two or more of the following:  SaaS, Mobile, APIs, Marketing Automation, Direct Marketing, Marketing Analytics or Programming (HTML etc)
• 2-5 years relevant experience in a related area, for example Onboarding, Customer Success, Implementations or Project Management

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.

#LI-Hybrid

WHAT YOU’LL DO

As a Technical Support Specialist, you will be a vital member of our Global Customer Support organization - serving as a trusted product expert, primary point of contact for inbound questions and owner of complex technical cases. You’ll diagnose and fix issues, answer product questions, and guide best practices, ensuring fast, accurate help and a great customer experience.

Your responsibilities will include:

• Owning customer inquiries end-to-end (how-to questions, technical break-fix issues, integration/configuration help, and best practice guidance), providing timely, insightful, and technically sound resolutions and suggestions
• Becoming a trusted product expert - mastering the dashboard, integrations, troubleshooting steps, and best practices
• Driving increased product adoption by enabling customers to effectively utilize the platform and achieve their desired outcomes
• Collaborating effectively with your own team members, Customer Success, Account Managers, Product and Engineering, and other cross-functional teams to deliver seamless customer experiences
• Proactively identifying opportunities to enhance customer satisfaction and drive product adoption
• Contributing to process improvements and internal enablement while actively documenting and sharing knowledge to elevate teammates and customers

Please note this job description does not cover every duty you may need to undertake; you may be asked by your manager to handle other reasonable responsibilities commensurate with the role.

WHO YOU ARE

• An excellent communicator with a customer-centric attitude with the ability to translate complex concepts into clear, understandable language for diverse audiences
• Analytical, curious, and resourceful with strong troubleshooting and problem-solving capabilities
• Passionate about helping customers and resolving issues efficiently and effectively
• Skilled at managing and prioritizing a high volume of inquiries and escalations; resilient and calm under pressure in fast-paced, time-sensitive situations
• Able to synthesize complex technical concepts and communicate them clearly to diverse audiences
• Adaptable to fast-paced, high-volume environments with shifting priorities while being able to multitask and maintain performance under pressure
• A proactive problem solver with a strong sense of intellectual curiosity, who thrives in collaborative team settings to tackle challenges

What you have:

• 2-3 years of experience supporting technical products, ideally in SaaS or mobile application environments
• A degree from an accredited college or university, a technical boot camp certification, or equivalent practical experience
• Proficiency with case management tools (e.g., Salesforce, Zendesk) for efficient inquiry management and resolution
• Hands-on experience with HTML, CSS, APIs, and/or SQ
• Experience with tools such as Postman, Snowflake, and/or Kibana is a plus
• Domain knowledge of two or more: SaaS, Mobile Technology, APIs, Marketing Automation, Direct Marketing, Marketing Analytics, and/or basic programming
• Strong written and verbal communication skills in English

#LI-Hybrid

WHAT YOU’LL DO

As a Technical Support Specialist, you will be a vital member of our Global Customer Support organization—serving as a trusted product expert, primary point of contact for inbound questions and owner of complex technical cases. You’ll diagnose and fix issues, answer product questions, and guide best practices, ensuring fast, accurate help and a great customer experience.

Your responsibilities will include:

• Owning customer inquiries end-to-end (how-to questions, technical break-fix issues, integration/configuration help, and best practice guidance), providing timely, insightful, and technically sound resolutions and suggestions.
• Becoming a trusted product expert—mastering the dashboard, integrations, troubleshooting steps, and best practices
• Driving increased product adoption by enabling customers to effectively utilize the platform and achieve their desired outcomes.
• Collaborating effectively with your own team members, Customer Success, Account Managers, Product and Engineering, and other cross-functional teams to deliver seamless customer experiences.
• Proactively identifying opportunities to enhance customer satisfaction and drive product adoption.
• Contributing to process improvements and internal enablement while actively documenting and sharing knowledge to elevate teammates and customers.

Please note this job description does not cover every duty you may need to undertake; you may be asked by your manager to handle other reasonable responsibilities commensurate with the role.

WHAT YOU HAVE

•  2–3 years of experience supporting technical products, ideally in SaaS or mobile application environments.
• A degree from an accredited college or university, a technical boot camp certification, or equivalent practical experience.
• Proficiency with case management tools (e.g., Salesforce, Zendesk) for efficient inquiry management and resolution.
• Hands-on experience with HTML, CSS, APIs, and/or SQL
• Experience with tools such as Postman, Snowflake, and/or Kibana is a plus.
• Domain knowledge of two or more: SaaS, Mobile Technology, APIs, Marketing Automation, Direct Marketing, Marketing Analytics, and/or basic programming.
• Strong written and verbal communication skills in English

WHO YOU ARE

• An excellent communicator with a customer-centric attitude with the ability to translate complex concepts into clear, understandable language for diverse audiences.
• Analytical, curious, and resourceful with strong troubleshooting and problem-solving capabilities
• Passionate about helping customers and resolving issues efficiently and effectively.
• Skilled at managing and prioritizing a high volume of inquiries and escalations; resilient and calm under pressure in fast-paced, time-sensitive situations.
• Able to synthesize complex technical concepts and communicate them clearly to diverse audiences
• Adaptable to fast-paced, high-volume environments with shifting priorities while being able to multitask and maintain performance under pressure.
• A proactive problem solver with a strong sense of intellectual curiosity, who thrives in collaborative team settings to tackle challenges.

For candidates based in the United States, the pay range for this position at the start of employment is expected to be between $78,000 and $90,000/year, with an expected On Target Earnings (OTE) between $80,000 and $105,000/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.

WHAT YOU’LL DO

As a Technical Support Specialist, you will be a vital member of our Global Customer Support organization—serving as a trusted product expert, primary point of contact for inbound questions and owner of complex technical cases. You’ll diagnose and fix issues, answer product questions, and guide best practices, ensuring fast, accurate help and a great customer experience.

Your responsibilities will include:

• Owning customer inquiries end-to-end (how-to questions, technical break-fix issues, integration/configuration help, and best practice guidance), providing timely, insightful, and technically sound resolutions and suggestions.
• Becoming a trusted product expert—mastering the dashboard, integrations, troubleshooting steps, and best practices
• Driving increased product adoption by enabling customers to effectively utilize the platform and achieve their desired outcomes.
• Collaborating effectively with your own team members, Customer Success, Account Managers, Product and Engineering, and other cross-functional teams to deliver seamless customer experiences.
• Proactively identifying opportunities to enhance customer satisfaction and drive product adoption.
• Contributing to process improvements and internal enablement while actively documenting and sharing knowledge to elevate teammates and customers.

Please note this job description does not cover every duty you may need to undertake; you may be asked by your manager to handle other reasonable responsibilities commensurate with the role.

WHAT YOU HAVE

•  2–3 years of experience supporting technical products, ideally in SaaS or mobile application environments.
• A degree from an accredited college or university, a technical boot camp certification, or equivalent practical experience.
• Proficiency with case management tools (e.g., Salesforce, Zendesk) for efficient inquiry management and resolution.
• Hands-on experience with HTML, CSS, APIs, and/or SQL
• Experience with tools such as Postman, Snowflake, and/or Kibana is a plus.
• Domain knowledge of two or more: SaaS, Mobile Technology, APIs, Marketing Automation, Direct Marketing, Marketing Analytics, and/or basic programming.
• Strong written and verbal communication skills in English

WHO YOU ARE

• An excellent communicator with a customer-centric attitude with the ability to translate complex concepts into clear, understandable language for diverse audiences.
• Analytical, curious, and resourceful with strong troubleshooting and problem-solving capabilities
• Passionate about helping customers and resolving issues efficiently and effectively.
• Skilled at managing and prioritizing a high volume of inquiries and escalations; resilient and calm under pressure in fast-paced, time-sensitive situations.
• Able to synthesize complex technical concepts and communicate them clearly to diverse audiences
• Adaptable to fast-paced, high-volume environments with shifting priorities while being able to multitask and maintain performance under pressure.
• A proactive problem solver with a strong sense of intellectual curiosity, who thrives in collaborative team settings to tackle challenges.

For candidates based in the United States, the pay range for this position at the start of employment is expected to be between $78,000 and $90,000/year, with an expected On Target Earnings (OTE) between $80,000 and $105,000/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.

WHAT YOU’LL DO

As a Technical Support Specialist, you will be a vital member of our Global Customer Support organization—serving as a trusted product expert, primary point of contact for inbound questions and owner of complex technical cases. You’ll diagnose and fix issues, answer product questions, and guide best practices, ensuring fast, accurate help and a great customer experience.

Your responsibilities will include:

• Owning customer inquiries end-to-end (how-to questions, technical break-fix issues, integration/configuration help, and best practice guidance), providing timely, insightful, and technically sound resolutions and suggestions.
• Becoming a trusted product expert—mastering the dashboard, integrations, troubleshooting steps, and best practices
• Driving increased product adoption by enabling customers to effectively utilize the platform and achieve their desired outcomes.
• Collaborating effectively with your own team members, Customer Success, Account Managers, Product and Engineering, and other cross-functional teams to deliver seamless customer experiences.
• Proactively identifying opportunities to enhance customer satisfaction and drive product adoption.
• Contributing to process improvements and internal enablement while actively documenting and sharing knowledge to elevate teammates and customers.

Please note this job description does not cover every duty you may need to undertake; you may be asked by your manager to handle other reasonable responsibilities commensurate with the role.

WHAT YOU HAVE

•  2–3 years of experience supporting technical products, ideally in SaaS or mobile application environments.
• A degree from an accredited college or university, a technical boot camp certification, or equivalent practical experience.
• Proficiency with case management tools (e.g., Salesforce, Zendesk) for efficient inquiry management and resolution.
• Hands-on experience with HTML, CSS, APIs, and/or SQL
• Experience with tools such as Postman, Snowflake, and/or Kibana is a plus.
• Domain knowledge of two or more: SaaS, Mobile Technology, APIs, Marketing Automation, Direct Marketing, Marketing Analytics, and/or basic programming.
• Strong written and verbal communication skills in English

WHO YOU ARE

• An excellent communicator with a customer-centric attitude with the ability to translate complex concepts into clear, understandable language for diverse audiences.
• Analytical, curious, and resourceful with strong troubleshooting and problem-solving capabilities
• Passionate about helping customers and resolving issues efficiently and effectively.
• Skilled at managing and prioritizing a high volume of inquiries and escalations; resilient and calm under pressure in fast-paced, time-sensitive situations.
• Able to synthesize complex technical concepts and communicate them clearly to diverse audiences
• Adaptable to fast-paced, high-volume environments with shifting priorities while being able to multitask and maintain performance under pressure.
• A proactive problem solver with a strong sense of intellectual curiosity, who thrives in collaborative team settings to tackle challenges.

For candidates based in the United States, the pay range for this position at the start of employment is expected to be between $75,000 and $86,000/year, with an expected On Target Earnings (OTE) between $80,000 and $97,000/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.

WHAT YOU’LL DO

As a Technical Support Specialist, you will be a vital member of our Global Customer Support organization—serving as a trusted product expert, primary point of contact for inbound questions and owner of complex technical cases. You’ll diagnose and fix issues, answer product questions, and guide best practices, ensuring fast, accurate help and a great customer experience.

Your responsibilities will include:

• Owning customer inquiries end-to-end (how-to questions, technical break-fix issues, integration/configuration help, and best practice guidance), providing timely, insightful, and technically sound resolutions and suggestions.
• Becoming a trusted product expert—mastering the dashboard, integrations, troubleshooting steps, and best practices
• Driving increased product adoption by enabling customers to effectively utilize the platform and achieve their desired outcomes.
• Collaborating effectively with your own team members, Customer Success, Account Managers, Product and Engineering, and other cross-functional teams to deliver seamless customer experiences.
• Proactively identifying opportunities to enhance customer satisfaction and drive product adoption.
• Contributing to process improvements and internal enablement while actively documenting and sharing knowledge to elevate teammates and customers.

Please note this job description does not cover every duty you may need to undertake; you may be asked by your manager to handle other reasonable responsibilities commensurate with the role.

WHAT YOU HAVE

•  2–3 years of experience supporting technical products, ideally in SaaS or mobile application environments.
• A degree from an accredited college or university, a technical boot camp certification, or equivalent practical experience.
• Proficiency with case management tools (e.g., Salesforce, Zendesk) for efficient inquiry management and resolution.
• Hands-on experience with HTML, CSS, APIs, and/or SQL
• Experience with tools such as Postman, Snowflake, and/or Kibana is a plus.
• Domain knowledge of two or more: SaaS, Mobile Technology, APIs, Marketing Automation, Direct Marketing, Marketing Analytics, and/or basic programming.
• Strong written and verbal communication skills in English

WHO YOU ARE

• An excellent communicator with a customer-centric attitude with the ability to translate complex concepts into clear, understandable language for diverse audiences.
• Analytical, curious, and resourceful with strong troubleshooting and problem-solving capabilities
• Passionate about helping customers and resolving issues efficiently and effectively.
• Skilled at managing and prioritizing a high volume of inquiries and escalations; resilient and calm under pressure in fast-paced, time-sensitive situations.
• Able to synthesize complex technical concepts and communicate them clearly to diverse audiences
• Adaptable to fast-paced, high-volume environments with shifting priorities while being able to multitask and maintain performance under pressure.
• A proactive problem solver with a strong sense of intellectual curiosity, who thrives in collaborative team settings to tackle challenges.

For candidates based in the United States, the pay range for this position at the start of employment is expected to be between $75,000 and $86,000/year, with an expected On Target Earnings (OTE) between $80,000 and $97,000/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.

• You’ll be responsible for client success, partnering with the Customer Success Team to own the technical relationship for your assigned accounts and help drive technical adoption, accelerated technical value, and continued technical maturity
• Help customers successfully instrument Braze across their stack and refine that instrumentation over time as their use of Braze matures and becomes even more valuable, which in turn contributes to renewals and upsells
• Facilitate conversations regarding the customers’ desired use case, conducting discovery, and recommending solutions based on their unique needs and architecture
• Support and advocate for day-to-day inquiries and requests to support optimization and value through the customer lifecycle
• Empower customer product and engineering teams to use our product as independently and efficiently as possible, communicating with customers and internal teams to explain products and solutions by delivering enablement and education
• Adopt governance practices such as creating solutions documentation and building architectural diagrams, and drive progress against key technical work streams through project management
• Instill best practice and engineering excellence amongst your customer portfolio by validating product use cases and technical feasibility for product launch and translating the customers’ unique requirements to Braze’s Product team

• 3-5 years client-facing experience as a TAM or in a related technical area such in Implementation, Technical Support, or Solutions Architecture, for a product offering serving Enterprise/Strategic accounts
• 3+ years of technical experience in managing complex customer environments with strong product command and technical knowledge of two or more of the following: SaaS, Mobile, API, or Programming
• You are an excellent communicator (written and verbal skills), with demonstrable customer communication and coordination efforts, and the ability to take complex technical ideas and translate them to non-technical stakeholders
• You are a natural problem solver with a high level of intellectual curiosity and love working amongst a team to solve those problems
• You are able to maintain a high level of productivity, manage multiple competing priorities, and work effectively under the pressure of time constraints in a fast-paced, complex, and collaborative environment
• You may have bilingual skills beyond English that facilitate us talking with our global customer base in their native language. Please note that this is not a requirement for the role but something that we welcome in our team

• You’ll be responsible for client success, partnering with the Customer Success Team to own the technical relationship for your assigned accounts and help drive technical adoption, accelerated technical value, and continued technical maturity
• Help customers successfully instrument Braze across their stack and refine that instrumentation over time as their use of Braze matures and becomes even more valuable, which in turn contributes to renewals and upsells
• Facilitate conversations regarding the customers’ desired use case, conducting discovery, and recommending solutions based on their unique needs and architecture
• Support and advocate for day-to-day inquiries and requests to support optimization and value through the customer lifecycle
• Empower customer product and engineering teams to use our product as independently and efficiently as possible, communicating with customers and internal teams to explain products and solutions by delivering enablement and education
• Adopt governance practices such as creating solutions documentation and building architectural diagrams, and drive progress against key technical work streams through project management
• Instill best practice and engineering excellence amongst your customer portfolio by validating product use cases and technical feasibility for product launch and translating the customers’ unique requirements to Braze’s Product team

• 3-5 years client-facing experience as a TAM or in a related technical area such in Implementation, Technical Support, or Solutions Architecture, for a product offering serving Enterprise/Strategic accounts
• 3+ years of technical experience in managing complex customer environments with strong product command and technical knowledge of two or more of the following: SaaS, Mobile, API, or Programming
• You are an excellent communicator (written and verbal skills), with demonstrable customer communication and coordination efforts, and the ability to take complex technical ideas and translate them to non-technical stakeholders
• You are a natural problem solver with a high level of intellectual curiosity and love working amongst a team to solve those problems
• You are able to maintain a high level of productivity, manage multiple competing priorities, and work effectively under the pressure of time constraints in a fast-paced, complex, and collaborative environment
• You may have bilingual skills beyond English that facilitate us talking with our global customer base in their native language. Please note that this is not a requirement for the role but something that we welcome in our team

• You’ll be responsible for client success, partnering with the Customer Success Team to own the technical relationship for your assigned accounts and help drive technical adoption, accelerated technical value, and continued technical maturity
• Help customers successfully instrument Braze across their stack and refine that instrumentation over time as their use of Braze matures and becomes even more valuable, which in turn contributes to renewals and upsells
• Facilitate conversations regarding the customers’ desired use case, conducting discovery, and recommending solutions based on their unique needs and architecture
• Support and advocate for day-to-day inquiries and requests to support optimization and value through the customer lifecycle
• Empower customer product and engineering teams to use our product as independently and efficiently as possible, communicating with customers and internal teams to explain products and solutions by delivering enablement and education
• Adopt governance practices such as creating solutions documentation and building architectural diagrams, and drive progress against key technical work streams through project management
• Instill best practice and engineering excellence amongst your customer portfolio by validating product use cases and technical feasibility for product launch and translating the customers’ unique requirements to Braze’s Product team

• 3-5 years client-facing experience as a TAM or in a related technical area such in Implementation, Technical Support, or Solutions Architecture, for a product offering serving Enterprise/Strategic accounts
• 3+ years of technical experience in managing complex customer environments with strong product command and technical knowledge of two or more of the following: SaaS, Mobile, API, or Programming
• You are an excellent communicator (written and verbal skills), with demonstrable customer communication and coordination efforts, and the ability to take complex technical ideas and translate them to non-technical stakeholders
• You are a natural problem solver with a high level of intellectual curiosity and love working amongst a team to solve those problems
• You are able to maintain a high level of productivity, manage multiple competing priorities, and work effectively under the pressure of time constraints in a fast-paced, complex, and collaborative environment
• You may have bilingual skills beyond English that facilitate us talking with our global customer base in their native language. Please note that this is not a requirement for the role but something that we welcome in our team

• You’ll be responsible for client success, partnering with the Customer Success Team to own the technical relationship for your assigned accounts and help drive technical adoption, accelerated technical value, and continued technical maturity
• Help customers successfully instrument Braze across their stack and refine that instrumentation over time as their use of Braze matures and becomes even more valuable, which in turn contributes to renewals and upsells
• Facilitate conversations regarding the customers’ desired use case, conducting discovery, and recommending solutions based on their unique needs and architecture
• Support and advocate for day-to-day inquiries and requests to support optimization and value through the customer lifecycle
• Empower customer product and engineering teams to use our product as independently and efficiently as possible, communicating with customers and internal teams to explain products and solutions by delivering enablement and education
• Adopt governance practices such as creating solutions documentation and building architectural diagrams, and drive progress against key technical work streams through project management
• Instill best practice and engineering excellence amongst your customer portfolio by validating product use cases and technical feasibility for product launch and translating the customers’ unique requirements to Braze’s Product team

• 3-5 years client-facing experience as a TAM or in a related technical area such in Implementation, Technical Support, or Solutions Architecture, for a product offering serving Enterprise/Strategic accounts
• 3+ years of technical experience in managing complex customer environments with strong product command and technical knowledge of two or more of the following: SaaS, Mobile, API, or Programming
• You are an excellent communicator (written and verbal skills), with demonstrable customer communication and coordination efforts, and the ability to take complex technical ideas and translate them to non-technical stakeholders
• You are a natural problem solver with a high level of intellectual curiosity and love working amongst a team to solve those problems
• You are able to maintain a high level of productivity, manage multiple competing priorities, and work effectively under the pressure of time constraints in a fast-paced, complex, and collaborative environment
• You may have bilingual skills beyond English that facilitate us talking with our global customer base in their native language. Please note that this is not a requirement for the role but something that we welcome in our team

WHAT YOU'LL DO

As our customer base continues to grow with the excitement around BrazeAI, we’re expanding our team! Join our Forward-Deployed Data Scientist group of creative technical experts who partner with customers to ensure their success. In this role, you will:

• Collaborate with customer Analytics/BI teams and Braze colleagues on implementations, including use case definition, data integration, pipeline setup, and ML model configuration
• Extend product capabilities by improving architecture and developing reusable data pipelines, APIs, and components
• Work closely with the RL pipeline development team to refine and advance our reinforcement learning (self-learning) algorithms
• Contribute to shaping BrazeAI product strategy and roadmap through customer-facing insights and technical expertise
• Provide ongoing technical expertise to ensure successful adoption, measurable outcomes, and long-term customer success

WHO YOU ARE

• Education: Bachelor’s degree in Computer Science, Data Science, Mathematics, Engineering, or a related field required; Master’s or PhD in a relevant technical discipline preferred
• Experience: 3–5+ years of hands-on experience as a Data Scientist, Machine Learning Engineer, or similar role working with large-scale data and production environments. Experience in customer-facing or consulting roles is strongly preferred
• Strong technical expertise: Proficient in Python (Pandas) and core ML libraries (TensorFlow, Keras, scikit-learn, CatBoost, XGBoost). Skilled in SQL for querying/manipulating datasets, with experience in machine learning pipelines and model deployment
• Engineering best practices: You write well-structured, modular, documented code; follow strong development practices (Git, CI/CD, testing frameworks, type-hinting, code reviews); and can build scalable, maintainable solutions
• Nice-to-have skills: Experience with DevOps tools (Airflow, Kubernetes, Terraform, GCP), data integration/ETL, and pipeline optimization, or reinforcement learning algorithms
• Customer collaborator: Comfortable working directly with clients and cross-functional teams, aligning stakeholders, and translating technical concepts into clear business value
• Entrepreneurial problem-solver: You identify opportunities and risks early, troubleshoot obstacles, and drive creative solutions
• Continuous learner: You stay current with industry trends, explore new tools/technologies, and thrive in environments that push you to grow
• Clear communicator: Able to explain complex technical ideas persuasively to both technical and non-technical audiences

For candidates based in the United States, the pay range for this position at the start of employment is expected to be between $98,000-$164,000/year, with an expected On Target Earnings (OTE) between $109,000-$183,000/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.

#LI-Hybrid

WHAT YOU'LL DO

As our customer base continues to grow with the excitement around BrazeAI, we’re expanding our team! Join our Forward-Deployed Data Scientist group of creative technical experts who partner with customers to ensure their success. In this role, you will:

• Collaborate with customer Analytics/BI teams and Braze colleagues on implementations, including use case definition, data integration, pipeline setup, and ML model configuration
• Extend product capabilities by improving architecture and developing reusable data pipelines, APIs, and components
• Work closely with the RL pipeline development team to refine and advance our reinforcement learning (self-learning) algorithms
• Contribute to shaping BrazeAI product strategy and roadmap through customer-facing insights and technical expertise
• Provide ongoing technical expertise to ensure successful adoption, measurable outcomes, and long-term customer success

WHO YOU ARE

• Education: Bachelor’s degree in Computer Science, Data Science, Mathematics, Engineering, or a related field required; Master’s or PhD in a relevant technical discipline preferred
• Experience: 3–5+ years of hands-on experience as a Data Scientist, Machine Learning Engineer, or similar role working with large-scale data and production environments. Experience in customer-facing or consulting roles is strongly preferred
• Strong technical expertise: Proficient in Python (Pandas) and core ML libraries (TensorFlow, Keras, scikit-learn, CatBoost, XGBoost). Skilled in SQL for querying/manipulating datasets, with experience in machine learning pipelines and model deployment
• Engineering best practices: You write well-structured, modular, documented code; follow strong development practices (Git, CI/CD, testing frameworks, type-hinting, code reviews); and can build scalable, maintainable solutions
• Nice-to-have skills: Experience with DevOps tools (Airflow, Kubernetes, Terraform, GCP), data integration/ETL, and pipeline optimization, or reinforcement learning algorithms
• Customer collaborator: Comfortable working directly with clients and cross-functional teams, aligning stakeholders, and translating technical concepts into clear business value
• Entrepreneurial problem-solver: You identify opportunities and risks early, troubleshoot obstacles, and drive creative solutions
• Continuous learner: You stay current with industry trends, explore new tools/technologies, and thrive in environments that push you to grow
• Clear communicator: Able to explain complex technical ideas persuasively to both technical and non-technical audiences

For candidates based in the United States, the pay range for this position at the start of employment is expected to be between $98,000-$164,000/year, with an expected On Target Earnings (OTE) between $109,000-$183,000/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.

#LI-Hybrid

WHAT YOU'LL DO

As our customer base continues to grow with the excitement around BrazeAI, we’re expanding our team! Join our Forward-Deployed Data Scientist group of creative technical experts who partner with customers to ensure their success. In this role, you will:

• Collaborate with customer Analytics/BI teams and Braze colleagues on implementations, including use case definition, data integration, pipeline setup, and ML model configuration
• Extend product capabilities by improving architecture and developing reusable data pipelines, APIs, and components
• Work closely with the RL pipeline development team to refine and advance our reinforcement learning (self-learning) algorithms
• Contribute to shaping BrazeAI product strategy and roadmap through customer-facing insights and technical expertise
• Provide ongoing technical expertise to ensure successful adoption, measurable outcomes, and long-term customer success

WHO YOU ARE

• Education: Bachelor’s degree in Computer Science, Data Science, Mathematics, Engineering, or a related field required; Master’s or PhD in a relevant technical discipline preferred
• Experience: 3–5+ years of hands-on experience as a Data Scientist, Machine Learning Engineer, or similar role working with large-scale data and production environments. Experience in customer-facing or consulting roles is strongly preferred
• Strong technical expertise: Proficient in Python (Pandas) and core ML libraries (TensorFlow, Keras, scikit-learn, CatBoost, XGBoost). Skilled in SQL for querying/manipulating datasets, with experience in machine learning pipelines and model deployment
• Engineering best practices: You write well-structured, modular, documented code; follow strong development practices (Git, CI/CD, testing frameworks, type-hinting, code reviews); and can build scalable, maintainable solutions
• Nice-to-have skills: Experience with DevOps tools (Airflow, Kubernetes, Terraform, GCP), data integration/ETL, and pipeline optimization, or reinforcement learning algorithms
• Customer collaborator: Comfortable working directly with clients and cross-functional teams, aligning stakeholders, and translating technical concepts into clear business value
• Entrepreneurial problem-solver: You identify opportunities and risks early, troubleshoot obstacles, and drive creative solutions
• Continuous learner: You stay current with industry trends, explore new tools/technologies, and thrive in environments that push you to grow
• Clear communicator: Able to explain complex technical ideas persuasively to both technical and non-technical audiences

For candidates based in the United States, the pay range for this position at the start of employment is expected to be between $98,000-$164,000/year, with an expected On Target Earnings (OTE) between $109,000-$183,000/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.

#LI-Hybrid

WHAT YOU'LL DO

As our customer base continues to grow with the excitement around BrazeAI, we’re expanding our team! Join our Forward-Deployed Data Scientist group of creative technical experts who partner with customers to ensure their success. In this role, you will:

• Collaborate with customer Analytics/BI teams and Braze colleagues on implementations, including use case definition, data integration, pipeline setup, and ML model configuration
• Extend product capabilities by improving architecture and developing reusable data pipelines, APIs, and components
• Work closely with the RL pipeline development team to refine and advance our reinforcement learning (self-learning) algorithms
• Contribute to shaping BrazeAI product strategy and roadmap through customer-facing insights and technical expertise
• Provide ongoing technical expertise to ensure successful adoption, measurable outcomes, and long-term customer success

WHO YOU ARE

• Education: Bachelor’s degree in Computer Science, Data Science, Mathematics, Engineering, or a related field required; Master’s or PhD in a relevant technical discipline preferred
• Experience: 3–5+ years of hands-on experience as a Data Scientist, Machine Learning Engineer, or similar role working with large-scale data and production environments. Experience in customer-facing or consulting roles is strongly preferred
• Strong technical expertise: Proficient in Python (Pandas) and core ML libraries (TensorFlow, Keras, scikit-learn, CatBoost, XGBoost). Skilled in SQL for querying/manipulating datasets, with experience in machine learning pipelines and model deployment
• Engineering best practices: You write well-structured, modular, documented code; follow strong development practices (Git, CI/CD, testing frameworks, type-hinting, code reviews); and can build scalable, maintainable solutions
• Nice-to-have skills: Experience with DevOps tools (Airflow, Kubernetes, Terraform, GCP), data integration/ETL, and pipeline optimization, or reinforcement learning algorithms
• Customer collaborator: Comfortable working directly with clients and cross-functional teams, aligning stakeholders, and translating technical concepts into clear business value
• Entrepreneurial problem-solver: You identify opportunities and risks early, troubleshoot obstacles, and drive creative solutions
• Continuous learner: You stay current with industry trends, explore new tools/technologies, and thrive in environments that push you to grow
• Clear communicator: Able to explain complex technical ideas persuasively to both technical and non-technical audiences

For candidates based in the United States, the pay range for this position at the start of employment is expected to be between $98,000-$164,000/year, with an expected On Target Earnings (OTE) between $109,000-$183,000/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.

#LI-Hybrid

WHAT YOU'LL DO

Our Data Scientist, AI Deployment team is a group of creative technical experts who design and build end-to-end machine learning solutions that power 1-to-1 personalization for some of the world's leading brands. In this role, you will:

• Design ML use cases from the ground up — scoping solutions that optimize for real business value, accounting for the complexity of modern marketing journeys, and proactively identifying risks to set each engagement up for success
• Build and own the full ML pipeline —  taking customers' raw data through transformation, model training, and activation, so that model decisions are delivered to personalize experiences for millions of end users
• Drive customer success by providing ongoing technical guidance that ensures data science performance, successful adoption, and measurable outcomes
• Extend product capabilities by developing features and tools that support the broader AI deployment team and scale what's possible across engagements
• Partner with the Braze Product team to refine and advance Braze's reinforcement learning algorithms, pushing the self-learning capabilities of the platform forward
• Shape BrazeAI product strategy and roadmap by bringing customer-facing insights and deep technical expertise to the table

WHO YOU ARE

• Education: Bachelor’s degree in Computer Science, Data Science, Mathematics, Engineering, or a related field required; Master’s or PhD in a relevant technical discipline preferred
• Experience: 3–5+ years of hands-on experience as a Data Scientist, Machine Learning Engineer, or similar role working with large-scale data and production environments. Experience in customer-facing or consulting roles is strongly preferred
• Strong technical expertise: Proficient in Python (Pandas) and core ML libraries (TensorFlow, Keras, scikit-learn, CatBoost, XGBoost). Skilled in SQL for querying/manipulating datasets, with experience in machine learning pipelines and model deployment
• Engineering best practices: You write well-structured, modular, documented code; follow strong development practices (Git, CI/CD, testing frameworks, type-hinting, code reviews); and can build scalable, maintainable solutions
• Nice-to-have skills: Experience with DevOps tools (Airflow, Kubernetes, Terraform, GCP), data integration/ETL, and pipeline optimization, or reinforcement learning algorithms
• Customer collaborator: Comfortable working directly with clients and cross-functional teams, aligning stakeholders, and translating technical concepts into clear business value
• Entrepreneurial problem-solver: You identify opportunities and risks early, troubleshoot obstacles, and drive creative solutions
• Continuous learner: You stay current with industry trends, explore new tools/technologies, and thrive in environments that push you to grow
• Clear communicator: Able to explain complex technical ideas persuasively to both technical and non-technical audiences

For candidates based in Ontario, the pay range at the start of employment for this position is expected to be between CA$112,000 - CA$168,000/year, with an expected On Target Earnings (OTE) between CA$125,000 - CA$188,000/year (including performance-based or variable compensation (bonus or commission). Your particular offer may vary depending on multiple individual 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.

#LI-Hybrid

As a Senior Customer Success Manager, you will work closely with high profile established brands to help them realize value from their investment in Braze.

What you’ll do

• Partner with Account Executives to ensure commercial alignment & drive client renewals, retention & net retention targets for your customers
• Be your customers’ main point of contact and trusted advisor at Braze
• Drive feature adoption by building a shared Success Plan with your customers, providing strategic guidance, enablement, and day-to-day advice to help them hit their objectives with Braze
• Drive customer advocacy by building strong customer relationships and creating mutual value for your customers and Braze
• Proactively analyze your customer product usage to identify opportunities and risks to account health  
• Maintain ongoing regular contact with your customers via ad-hoc communications, regular check-ins, events, and Executive Business Reviews.
• Advocate for your customers, soliciting and synthesizing customer product feedback to contribute to product development
• Provide continuing education for customers to maximize product usage, identifying new or unused Braze features that could provide value for your customer and represent an upsell opportunity for Braze.
• In addition to being a dedicated contact for strategy, product training inquiries, and non-technical support, you will coordinate with other Braze teams including Technical Support, Industry Solutions, and Deliverability Services to ensure your customers receive the support they need simply and seamlessly
• Work with Onboarding Managers and other Customer Success Partners to seamlessly transition clients from onboarding to ongoing activity.
• Act as a point of escalation for customers
• Provide mentorship to junior colleagues
• You will likely spend time onsite with customers and may travel internationally. 

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. 

Who you are

You are an established customer success professional who finds satisfaction in helping your customers achieve great things and in helping your colleagues grow. You have an excellent track record in customer success or a related role and are seeking to progress your career, with one of the industry’s most advanced customer success teams, by working with established, household-name brands across the region. 

• You are an excellent communicator with exemplary written and verbal communication skills coupled with unparalleled follow up skills. Clients and colleagues have the impression that you listen and understand the strategic problems they are trying to solve
• You’re excited by working with medium and large technology companies who move fast, and want to build new customer experiences quickly
• You’re known for being a “team player.” We just can’t emphasize this enough
• You build great relationships with colleagues and customers
• You have a high level of intellectual curiosity. You see opportunity and growth in learning more about what you do and how it impacts others
• You have a proven track record successfully managing complex, high value accounts or projects with sophisticated clients, multiple stakeholders, and competing priorities
• You have excellent time management skills, ideally you have significant project management experience and/or formal certifications (PMP, Agile, etc).
• 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).
• 3-6 years relevant experience in a related area, for example Onboarding, Customer Success, Implementations or Project Management

WHAT YOU’LL DO

As an Associate Support Representative you will be a vital member of our Global Customer Support organization—serving as a trusted product expert, primary point of contact for inbound questions and owner of complex technical cases. You’ll diagnose and fix issues, answer product questions, and guide best practices, ensuring fast, accurate help and a great customer experience.

Your responsibilities will include:

• Owning customer inquiries end-to-end (how-to questions, technical break-fix issues, integration/configuration help, and best practice guidance), providing timely, insightful, and technically sound resolutions and suggestions.
• Becoming a trusted product expert—mastering the dashboard, integrations, troubleshooting steps, and best practices
• Driving increased product adoption by enabling customers to effectively utilize the platform and achieve their desired outcomes.
• Collaborating effectively with your own team members, Customer Success, Account Managers, Product and Engineering, and other cross-functional teams to deliver seamless customer experiences.
• Proactively identifying opportunities to enhance customer satisfaction and drive product adoption.
• Contributing to process improvements and internal enablement while actively documenting and sharing knowledge to elevate teammates and customers.

Please note this job description does not cover every duty you may need to undertake; you may be asked by your manager to handle other reasonable responsibilities commensurate with the role.

Please note that we do not currently offer visa sponsorship and do not anticipate doing so in the future.

WHAT YOU HAVE

• Experience supporting technical products, ideally in SaaS or mobile application environments.
• Proficiency with case management tools (e.g., Salesforce, Zendesk) for efficient inquiry management and resolution.
• Hands-on experience with HTML, CSS, APIs, and/or SQL
• Experience with tools such as Postman, Snowflake, and/or Kibana is a plus.
• Domain knowledge of two or more: SaaS, Mobile Technology, APIs, Marketing Automation, Direct Marketing, Marketing Analytics, and/or basic programming.
• Strong written and verbal communication skills in English

WHO YOU ARE

• An excellent communicator with a customer-centric attitude with the ability to translate complex concepts into clear, understandable language for diverse audiences.
• Analytical, curious, and resourceful with strong troubleshooting and problem-solving capabilities
• Passionate about helping customers and resolving issues efficiently and effectively.
• Skilled at managing and prioritizing a high volume of inquiries and escalations; resilient and calm under pressure in fast-paced, time-sensitive situations.
• Able to synthesize complex technical concepts and communicate them clearly to diverse audiences
• Adaptable to fast-paced, high-volume environments with shifting priorities while being able to multitask and maintain performance under pressure.
• A proactive problem solver with a strong sense of intellectual curiosity, who thrives in collaborative team settings to tackle challenges.

The AI Success Manager is a critical individual contributor role on our growing AI Success team to ensure Braze customers are highly successful with the product. In this capacity, you will collaborate closely with different teams, internally and externally, to drive renewals, upsells and expansions. You’ll oversee design and execution of Braze use cases, working closely with customers to identify future use cases, and own executive level relationships. You will also contribute significantly to the Braze product development process, and act as the voice of our customers. Finally, given the analytical nature of Braze’s product and use cases, you will conduct analysis of results and build compelling presentations to communicate customers insights, troubleshoot issues, and showcase Braze’s value proposition.

WHAT YOU'LL DO

• Support the Principal AI Success Manager to build meaningful relationships across our customers’ organization
• Work with implementation and data science teams to drive the success of AI use cases with our customers
• Work closely with the Braze sales team to drive renewals & upsell opportunities
• Develop deep understanding of customer business context and pain points to facilitate the strategic mapping of Braze value proposition
• Serve as strategic partners to guide our customers in maximizing business value from their use of Braze
• Conduct analyses (including using Excel, SQL) and provide data-driven presentations on Braze’s business impact, use case insights, and guide customers through troubleshooting
• Synthesize and communicate stories based on customer insights
• Communicate customer needs to Braze’s product & marketing teams to ensure a customer-centric product roadmap
  
  

WHO YOU ARE

• Be the face of the company, working alongside our customers to help them succeed.
• Lead the AI transformation happening in marketing technology today — Braze is at the forefront, so you’ll be in the middle of the action.
• Join Braze’s fast-paced, supportive, and professional team. We make sure all of our team members are empowered and receive great mentorship and coaching.
• Entrepreneurial: you take initiative, work around obstacles, and always seek creative ways to get to the next level
• People person: you build trust-based relationships with external partners, and combine empathy with a willingness to have direct, challenging conversations
• Analytically-driven: You are able to draw insights from raw data and perform analysis that is helpful and clear to customers
• Technology enthusiast: you are passionate about new technologies and their potential to impact business-as-usual
• Structured and organized: you can structure a plan, align stakeholders, and see it through to execution
• Clear communicator: you are able to express yourself clearly and persuasively, both in writing and speech
• Prior Strategy Consulting experience preferred. Familiarity with data science or machine learning is a strong plus.
• 20% travel to customers are expected

The AI Success Manager is a critical individual contributor role on our growing AI Success team to ensure Braze customers are highly successful with the product. In this capacity, you will collaborate closely with different teams, internally and externally, to drive renewals, upsells, and expansions. You’ll oversee the design and execution of Braze use cases, working closely with customers to identify future use cases, and own executive-level relationships. You will also contribute significantly to the Braze product development process and act as the voice of our customers. Finally, given the analytical nature of Braze’s product and use cases, you will conduct analysis of results and build compelling presentations to communicate customer insights, troubleshoot issues, and showcase Braze’s value proposition.

WHAT YOU'LL DO

• Support the Principal AI Success Manager to build meaningful relationships across our customers' organizations
• Work with implementation and data science teams to drive the success of AI use cases with our customers
• Work closely with the Braze sales team to drive renewals & upsell opportunities
• Develop a deep understanding of customers' business context and pain points to facilitate the strategic mapping of Braze's value proposition
• Serve as strategic partners to guide our customers in maximizing business value from their use of Braze
• Conduct analyses (including using Excel and SQL) and provide data-driven presentations on Braze’s business impact, use case insights, and guide customers through troubleshooting
• Synthesize and communicate stories based on customer insights
• Communicate customer needs to Braze’s product & marketing teams to ensure a customer-centric product roadmap
  
  

WHO YOU ARE

• Be the face of the company, working alongside our customers to help them succeed.
• Lead the AI transformation happening in marketing technology today — Braze is at the forefront, so you’ll be in the middle of the action.
• Join Braze’s fast-paced, supportive, and professional team. We make sure all of our team members are empowered and receive great mentorship and coaching.
• Entrepreneurial: you take initiative, work around obstacles, and always seek creative ways to get to the next level
• People person: you build trust-based relationships with external partners, and combine empathy with a willingness to have direct, challenging conversations
• Analytically-driven: You can draw insights from raw data and perform analysis that is helpful and clear to customers
• Technology enthusiast: You are passionate about new technologies and their potential to impact business-as-usual
• Structured and organized: you can structure a plan, align stakeholders, and see it through to execution
• Clear communicator: You can express yourself clearly and persuasively, both in writing and speech
• Prior Strategy Consulting experience preferred. Familiarity with data science or machine learning is a strong plus.
• 20% travel to customers is expected

For candidates based in the United States, the pay range for this position at the start of employment is expected to be between $157,400 - $185,100/year, with an expected On Target Earnings (OTE) between $189,600 - $223,000/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.

#LI-Hybrid

The AI Success Manager is a critical individual contributor role on our growing AI Success team to ensure Braze customers are highly successful with the product. In this capacity, you will collaborate closely with different teams, internally and externally, to drive renewals, upsells, and expansions. You’ll oversee the design and execution of Braze use cases, working closely with customers to identify future use cases, and own executive-level relationships. You will also contribute significantly to the Braze product development process and act as the voice of our customers. Finally, given the analytical nature of Braze’s product and use cases, you will conduct analysis of results and build compelling presentations to communicate customer insights, troubleshoot issues, and showcase Braze’s value proposition.

WHAT YOU'LL DO

• Support the Principal AI Success Manager to build meaningful relationships across our customers' organizations
• Work with implementation and data science teams to drive the success of AI use cases with our customers
• Work closely with the Braze sales team to drive renewals & upsell opportunities
• Develop a deep understanding of customers' business context and pain points to facilitate the strategic mapping of Braze's value proposition
• Serve as strategic partners to guide our customers in maximizing business value from their use of Braze
• Conduct analyses (including using Excel and SQL) and provide data-driven presentations on Braze’s business impact, use case insights, and guide customers through troubleshooting
• Synthesize and communicate stories based on customer insights
• Communicate customer needs to Braze’s product & marketing teams to ensure a customer-centric product roadmap
  
  

WHO YOU ARE

• Be the face of the company, working alongside our customers to help them succeed.
• Lead the AI transformation happening in marketing technology today — Braze is at the forefront, so you’ll be in the middle of the action.
• Join Braze’s fast-paced, supportive, and professional team. We make sure all of our team members are empowered and receive great mentorship and coaching.
• Entrepreneurial: you take initiative, work around obstacles, and always seek creative ways to get to the next level
• People person: you build trust-based relationships with external partners, and combine empathy with a willingness to have direct, challenging conversations
• Analytically-driven: You can draw insights from raw data and perform analysis that is helpful and clear to customers
• Technology enthusiast: You are passionate about new technologies and their potential to impact business-as-usual
• Structured and organized: you can structure a plan, align stakeholders, and see it through to execution
• Clear communicator: You can express yourself clearly and persuasively, both in writing and speech
• Prior Strategy Consulting experience preferred. Familiarity with data science or machine learning is a strong plus.
• 20% travel to customers is expected

For candidates based in the United States, the pay range for this position at the start of employment is expected to be between $157,400 - $185,100/year, with an expected On Target Earnings (OTE) between $189,600 - $223,000/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.

#LI-Hybrid

The AI Success Manager is a critical individual contributor role on our growing AI Success team to ensure Braze customers are highly successful with the product. In this capacity, you will collaborate closely with different teams, internally and externally, to drive renewals, upsells, and expansions. You’ll oversee the design and execution of Braze use cases, working closely with customers to identify future use cases, and own executive-level relationships. You will also contribute significantly to the Braze product development process and act as the voice of our customers. Finally, given the analytical nature of Braze’s product and use cases, you will conduct analysis of results and build compelling presentations to communicate customer insights, troubleshoot issues, and showcase Braze’s value proposition.

WHAT YOU'LL DO

• Support the Principal AI Success Manager to build meaningful relationships across our customers' organizations
• Work with implementation and data science teams to drive the success of AI use cases with our customers
• Work closely with the Braze sales team to drive renewals & upsell opportunities
• Develop a deep understanding of customers' business context and pain points to facilitate the strategic mapping of Braze's value proposition
• Serve as strategic partners to guide our customers in maximizing business value from their use of Braze
• Conduct analyses (including using Excel and SQL) and provide data-driven presentations on Braze’s business impact, use case insights, and guide customers through troubleshooting
• Synthesize and communicate stories based on customer insights
• Communicate customer needs to Braze’s product & marketing teams to ensure a customer-centric product roadmap
  
  

WHO YOU ARE

• Be the face of the company, working alongside our customers to help them succeed.
• Lead the AI transformation happening in marketing technology today — Braze is at the forefront, so you’ll be in the middle of the action.
• Join Braze’s fast-paced, supportive, and professional team. We make sure all of our team members are empowered and receive great mentorship and coaching.
• Entrepreneurial: you take initiative, work around obstacles, and always seek creative ways to get to the next level
• People person: you build trust-based relationships with external partners, and combine empathy with a willingness to have direct, challenging conversations
• Analytically-driven: You can draw insights from raw data and perform analysis that is helpful and clear to customers
• Technology enthusiast: You are passionate about new technologies and their potential to impact business-as-usual
• Structured and organized: you can structure a plan, align stakeholders, and see it through to execution
• Clear communicator: You can express yourself clearly and persuasively, both in writing and speech
• Prior Strategy Consulting experience preferred. Familiarity with data science or machine learning is a strong plus.
• 20% travel to customers is expected

For candidates based in the United States, the pay range for this position at the start of employment is expected to be between $157,400 - $185,100/year, with an expected On Target Earnings (OTE) between $189,600 - $223,000/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.

#LI-Hybrid

The AI Success Manager is a critical individual contributor role on our growing AI Success team to ensure Braze customers are highly successful with the product. In this capacity, you will collaborate closely with different teams, internally and externally, to drive renewals, upsells, and expansions. You’ll oversee the design and execution of Braze use cases, working closely with customers to identify future use cases, and own executive-level relationships. You will also contribute significantly to the Braze product development process and act as the voice of our customers. Finally, given the analytical nature of Braze’s product and use cases, you will conduct analysis of results and build compelling presentations to communicate customer insights, troubleshoot issues, and showcase Braze’s value proposition.

WHAT YOU'LL DO

• Support the Principal AI Success Manager to build meaningful relationships across our customers' organizations
• Work with implementation and data science teams to drive the success of AI use cases with our customers
• Work closely with the Braze sales team to drive renewals & upsell opportunities
• Develop a deep understanding of customers' business context and pain points to facilitate the strategic mapping of Braze's value proposition
• Serve as strategic partners to guide our customers in maximizing business value from their use of Braze
• Conduct analyses (including using Excel and SQL) and provide data-driven presentations on Braze’s business impact, use case insights, and guide customers through troubleshooting
• Synthesize and communicate stories based on customer insights
• Communicate customer needs to Braze’s product & marketing teams to ensure a customer-centric product roadmap
  
  

WHO YOU ARE

• Be the face of the company, working alongside our customers to help them succeed.
• Lead the AI transformation happening in marketing technology today — Braze is at the forefront, so you’ll be in the middle of the action.
• Join Braze’s fast-paced, supportive, and professional team. We make sure all of our team members are empowered and receive great mentorship and coaching.
• Entrepreneurial: you take initiative, work around obstacles, and always seek creative ways to get to the next level
• People person: you build trust-based relationships with external partners, and combine empathy with a willingness to have direct, challenging conversations
• Analytically-driven: You can draw insights from raw data and perform analysis that is helpful and clear to customers
• Technology enthusiast: You are passionate about new technologies and their potential to impact business-as-usual
• Structured and organized: you can structure a plan, align stakeholders, and see it through to execution
• Clear communicator: You can express yourself clearly and persuasively, both in writing and speech
• Prior Strategy Consulting experience preferred. Familiarity with data science or machine learning is a strong plus.
• 20% travel to customers is expected

For candidates based in the United States, the pay range for this position at the start of employment is expected to be between $157,400 - $185,100/year, with an expected On Target Earnings (OTE) between $189,600 - $223,000/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.

#LI-Hybrid

As a Technical Architect and part of our Expert Services organization at Braze, you will serve as a highly technical resource, responsible for delivering outcome-based technical services and bespoke technical solutions across all stages of the customer lifecycle. You will own and drive complex technical projects and workstreams to successful completion, specializing in architecting integrations, sophisticated data strategies, and customer-centric use case design to unlock the full value of the Braze Platform.

As a Technical Architect, you will be a key driving force of technical and product expertise, working alongside Sales, Customer Success Managers, Technical Account Managers, Delivery Managers, Partners, Product and Engineering, and Technical Support. You will be responsible for rapidly understanding each client’s business and technical requirements, helping them achieve fast time-to-value from their investment in Braze. You will also help clients tailor Braze’s product to their needs by effectively articulating and positioning the value of Braze via workshops, meetings, written communication, and general consultation. This is a highly technical, customer-obsessed role, leveraging Braze's functionality to help our customers achieve key business outcomes.

WHAT YOU'LL DO

Customer Obsessed

• Serve as a trusted, deeply technical advisor, owning the projects and workstreams of technical strategy at any stage across the customer lifecycle from initial architecture through ongoing optimization and beyond.
• Design and implement bespoke, complex technical solutions and integrations that meet unique customer needs and drive tangible business value.
• Act as a technical conduit between Braze and the customer’s product and engineering teams.
• Build best-in-class solutions and document those for future automation and iterative deployment.
• Ensure all designed solutions adhere to security best practices, compliance regulations, and architectural standards.

Data-Driven.

• Maximize customer adoption, retention, and time-to-value by ensuring the most effective and efficient technical implementation of the Braze platform

Growth Mindset 

• Proactively maintain and expand your own technical depth and expertise, including staying current with emerging trends in AI and machine learning, and spearhead internal and external education initiatives to share this expertise.
• Drive efficiency and innovation by identifying, evaluating, and advocating for new technologies and practices that can enhance the Braze platform's capabilities and value proposition for customers.
• Collaborate closely with product, engineering, and sales teams to translate complex technical requirements into clear, actionable development plans and product feedback.

Key Responsibilities
Client Success & Technical Guidance

• Engage with internal account teams and customers to rapidly understand their goals, technical requirements, and use cases to determine how the Braze platform will integrate into their existing architecture.
• Design comprehensive technical implementation plans, solutions and architectures, and scopes of work for paid engagements, aligning with both customer requirements and Braze best practices.
• Facilitate and support technical aspects of customer onboarding and complex SDK/API integrations, ensuring product completeness and maximizing time to value.
• Consultatively address advanced use cases, translating strategic solutions into actionable technical steps and architectural diagrams for customers.
• Understand the in-depth customer goals, use cases, and KPIs for each assigned project, driving continued customer value through technical maturity and strategic adoption of the platform.

Technical Solutioning, Resolution & Empowerment

• Troubleshoot and provide solutions for complex strategic technical needs reported by customers during paid implementation and throughout their lifecycle.
• Instill best practices and engineering excellence by internally validating technical feasibility for product launches and ensuring high-quality instrumentation across the customer stack.
• Document technical requirements, bespoke customer integrations, and risks/blockers, communicating effectively with account teams, customers, partners, and/or internal teams to drive positive outcomes.

WHO YOU ARE

Experience

• 3+ years of experience in a technical role such as Solutions Architect, Technical Architect, Technical Account Manager, Implementation Consultant, or a related field.
• 3+ years of technical experience managing complex customer environments with a strong product command and deep technical domain knowledge of SaaS, Mobile, APIs, and Programming.
• Proven track record of delivering high-impact, custom technical engagements that drive tangible outcomes.
• Excellent communication and presentation skills with the ability to explain complex technical concepts to both technical and non-technical audiences.
• Experience working cross-functionally with Sales, Product, Engineering, and Customer Success teams.
• Bachelor's degree in Computer Science, Engineering, or a related technical field, or equivalent practical experience.
• An Entrepreneurial Builder: You are proactive and resourceful, comfortable identifying unmet needs and developing new solutions. You're driven to continuously improve our processes and help build a stronger, more efficient business.

Skills

• Exceptional technical depth with the ability to design and articulate complex data and system architectures to both technical and non-technical stakeholders.
• Excellent written and verbal communicator with strong influencing skills and the ability to take complex technical ideas and translate them to non-technical stakeholders
• A natural problem solver, demonstrating a high level of intellectual curiosity and a collaborative approach to solutioning.
• Ability to manage multiple competing, complex technical priorities effectively under time constraints in a fast-paced environment.
• You are a natural problem solver with a high level of intellectual curiosity and love working as part of a team to solve those problems.
• You are a strong team player and collaborate effectively with internal and external stakeholders (e.g., technical resources, project management, customer executives, service partners).
• You are comfortable building with AI tools to accelerate workstreams and build efficiencies in your day-to-day role

For candidates based in the United States, the pay range for this position at the start of employment is expected to be between $99,450 - $112,500/year, with an expected On Target Earnings (OTE) between $110,500-125,000/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.

#LI-Hybrid

WHAT YOU'LL DO

As a Solutions Architect (Or Technical Architect as per our internal job title), you will be a key driving force of technical and product expertise, working alongside Sales, Customer Success Managers, Technical Account Managers, Delivery Managers, Partners, Product and Engineering, and Technical Support. You will be responsible for rapidly understanding each client’s business and technical requirements, helping them achieve fast time-to-value from their investment in Braze. You will also help clients tailor Braze’s product to their needs by effectively articulating and positioning the value of Braze via workshops, meetings, written communication, and general consultation. This is a highly technical, customer-obsessed role, leveraging Braze's functionality to help our customers achieve key business outcomes.

Key Objectives

Customer Obsessed

• Serve as a trusted, deeply technical advisor, owning the projects and workstreams of technical strategy at any stage across the customer lifecycle from initial architecture through ongoing optimization and beyond.
• Design and implement bespoke, complex technical solutions and integrations that meet unique customer needs and drive tangible business value.
• Act as a technical conduit between Braze and the customer’s product and engineering teams.
• Build best-in-class solutions and document those for future automation and iterative deployment.
• Ensure all designed solutions adhere to security best practices, compliance regulations, and architectural standards.

Data-Driven.

• Maximize customer adoption, retention, and time-to-value by ensuring the most effective and efficient technical implementation of the Braze platform

Growth Mindset 

• Proactively maintain and expand your own technical depth and expertise, including staying current with emerging trends in AI and machine learning, and spearhead internal and external education initiatives to share this expertise.
• Drive efficiency and innovation by identifying, evaluating, and advocating for new technologies and practices that can enhance the Braze platform's capabilities and value proposition for customers.
• Collaborate closely with product, engineering, and sales teams to translate complex technical requirements into clear, actionable development plans and product feedback.

Key Responsibilities
Client Success & Technical Guidance

• Engage with internal account teams and customers to rapidly understand their goals, technical requirements, and use cases to determine how the Braze platform will integrate into their existing architecture.
• Design comprehensive technical implementation plans, solutions and architectures, and scopes of work for paid engagements, aligning with both customer requirements and Braze best practices.
• Facilitate and support technical aspects of customer onboarding and complex SDK/API integrations, ensuring product completeness and maximizing time to value.
• Consultatively address advanced use cases, translating strategic solutions into actionable technical steps and architectural diagrams for customers.
• Understand the in-depth customer goals, use cases, and KPIs for each assigned project, driving continued customer value through technical maturity and strategic adoption of the platform.

Technical Solutioning, Resolution & Empowerment

• Troubleshoot and provide solutions for complex strategic technical needs reported by customers during paid implementation and throughout their lifecycle.
• Instill best practices and engineering excellence by internally validating technical feasibility for product launches and ensuring high-quality instrumentation across the customer stack.
• Document technical requirements, bespoke customer integrations, and risks/blockers, communicating effectively with account teams, customers, partners, and/or internal teams to drive positive outcomes.

WHO YOU ARE
Experience

• 3+ years of experience in a technical role such as Solutions Architect, Technical Architect, Technical Account Manager, Implementation Consultant, or a related field.
• 3+ years of technical experience managing complex customer environments with a strong product command and deep technical domain knowledge of SaaS, Mobile, APIs, and Programming.
• Proven track record of delivering high-impact, custom technical engagements that drive tangible outcomes.
• Excellent communication and presentation skills with the ability to explain complex technical concepts to both technical and non-technical audiences.
• Experience working cross-functionally with Sales, Product, Engineering, and Customer Success teams.
• Bachelor's degree in Computer Science, Engineering, or a related technical field, or equivalent practical experience.
• An Entrepreneurial Builder: You are proactive and resourceful, comfortable identifying unmet needs and developing new solutions. You're driven to continuously improve our processes and help build a stronger, more efficient business.

Skills

• Exceptional technical depth with the ability to design and articulate complex data and system architectures to both technical and non-technical stakeholders.
• Excellent written and verbal communicator with strong influencing skills and the ability to take complex technical ideas and translate them to non-technical stakeholders
• A natural problem solver, demonstrating a high level of intellectual curiosity and a collaborative approach to solutioning.
• Ability to manage multiple competing, complex technical priorities effectively under time constraints in a fast-paced environment.
• You are a natural problem solver with a high level of intellectual curiosity and love working as part of a team to solve those problems.
• You are a strong team player and collaborate effectively with internal and external stakeholders (e.g., technical resources, project management, customer executives, service partners).
• You are comfortable building with AI tools to accelerate workstreams and build efficiencies in your day-to-day role

WHAT YOU'LL DO

As a Technical Account Manager, you will own the ongoing technical relationship through the entire lifecycle of customers in your portfolio, collaborating very closely alongside the Customer Success and wider account teams. This role will serve as a trusted technical advisor responsible for defining the Braze technology strategy for customers who have purchased the TAM premium service offering and helping them unlock value from their use of the Braze platform.

Your focus will be to drive value, retention, and adoption of Braze’s product through the customer lifecycle, acting as the technical counterpart between Braze and your client’s product and engineering team. You will be responsible for understanding your customer's needs and proactively driving forward technical initiatives that help your customers achieve their business goals. 

You’ll manage a portfolio of named accounts, typically in the Enterprise and Strategic classification of accounts, a tier of customers with enterprise organizational structures and architectures, posing unique geographical, scale, and complexity challenges.

This is an opportunity to bring your experience as a product and implementation expert, business analyst, problem solver, and customer success professional along with a high level of product and technical competence, delivering high-impact engagements that drive tangible outcomes for some of Braze’s most advanced customers.

• You’ll be responsible for client success, partnering with the Customer Success Team to own the technical relationship for your assigned accounts and help drive technical adoption, accelerated technical value, and continued technical maturity
• Help customers successfully instrument Braze across their stack and refine that instrumentation over time as their use of Braze matures and becomes even more valuable, which in turn contributes to renewals and upsells
• Facilitate conversations regarding the customers’ desired use case, conducting discovery, and recommending solutions based on their unique needs and architecture
• Support and advocate for day-to-day inquiries and requests to support optimization and value through the customer lifecycle
• Empower customer product and engineering teams to use our product as independently and efficiently as possible, communicating with customers and internal teams to explain products and solutions by delivering enablement and education
• Adopt governance practices such as creating solutions documentation and building architectural diagrams, and drive progress against key technical work streams through project management 
• Instill best practice and engineering excellence amongst your customer portfolio by validating product use cases and technical feasibility for product launch and translating the customers’ unique requirements to Braze’s Product team

WHO YOU ARE

• 3-5 years client-facing experience as a TAM or in a related technical area such in Implementation, Technical Support, or Solutions Architecture, for a product offering serving Enterprise/Strategic accounts
• 3+ years of technical experience in managing complex customer environments with strong product command and technical knowledge of two or more of the following: SaaS, Mobile, API, or Programming
• You are an excellent communicator (written and verbal skills), with demonstrable customer communication and coordination efforts, and the ability to take complex technical ideas and translate them to non-technical stakeholders
• You are a natural problem solver with a high level of intellectual curiosity and love working amongst a team to solve those problems
• You are able to maintain a high level of productivity, manage multiple competing priorities, and work effectively under the pressure of time constraints in a fast-paced, complex, and collaborative environment
• You may have bilingual skills beyond English that facilitate us talking with our global customer base in their native language. Please note that this is not a requirement for the role but something that we welcome in our team

As a Technical Architect and part of our Expert Services organization at Braze, you will serve as a highly technical resource, responsible for delivering outcome-based technical services and bespoke technical solutions across all stages of the customer lifecycle. You will own and drive complex technical projects and workstreams to successful completion, specializing in architecting integrations, sophisticated data strategies, and customer-centric use case design to unlock the full value of the Braze Platform.

As a Technical Architect, you will be a key driving force of technical and product expertise, working alongside Sales, Customer Success Managers, Technical Account Managers, Delivery Managers, Partners, Product and Engineering, and Technical Support. You will be responsible for rapidly understanding each client’s business and technical requirements, helping them achieve fast time-to-value from their investment in Braze. You will also help clients tailor Braze’s product to their needs by effectively articulating and positioning the value of Braze via workshops, meetings, written communication, and general consultation. This is a highly technical, customer-obsessed role, leveraging Braze's functionality to help our customers achieve key business outcomes.

WHAT YOU'LL DO

Customer Obsessed

• Serve as a trusted, deeply technical advisor, owning the projects and workstreams of technical strategy at any stage across the customer lifecycle from initial architecture through ongoing optimization and beyond.
• Design and implement bespoke, complex technical solutions and integrations that meet unique customer needs and drive tangible business value.
• Act as a technical conduit between Braze and the customer’s product and engineering teams.
• Build best-in-class solutions and document those for future automation and iterative deployment.
• Ensure all designed solutions adhere to security best practices, compliance regulations, and architectural standards.

Data-Driven.

• Maximize customer adoption, retention, and time-to-value by ensuring the most effective and efficient technical implementation of the Braze platform

Growth Mindset 

• Proactively maintain and expand your own technical depth and expertise, including staying current with emerging trends in AI and machine learning, and spearhead internal and external education initiatives to share this expertise.
• Drive efficiency and innovation by identifying, evaluating, and advocating for new technologies and practices that can enhance the Braze platform's capabilities and value proposition for customers.
• Collaborate closely with product, engineering, and sales teams to translate complex technical requirements into clear, actionable development plans and product feedback.

Key Responsibilities
Client Success & Technical Guidance

• Engage with internal account teams and customers to rapidly understand their goals, technical requirements, and use cases to determine how the Braze platform will integrate into their existing architecture.
• Design comprehensive technical implementation plans, solutions and architectures, and scopes of work for paid engagements, aligning with both customer requirements and Braze best practices.
• Facilitate and support technical aspects of customer onboarding and complex SDK/API integrations, ensuring product completeness and maximizing time to value.
• Consultatively address advanced use cases, translating strategic solutions into actionable technical steps and architectural diagrams for customers.
• Understand the in-depth customer goals, use cases, and KPIs for each assigned project, driving continued customer value through technical maturity and strategic adoption of the platform.

Technical Solutioning, Resolution & Empowerment

• Troubleshoot and provide solutions for complex strategic technical needs reported by customers during paid implementation and throughout their lifecycle.
• Instill best practices and engineering excellence by internally validating technical feasibility for product launches and ensuring high-quality instrumentation across the customer stack.
• Document technical requirements, bespoke customer integrations, and risks/blockers, communicating effectively with account teams, customers, partners, and/or internal teams to drive positive outcomes.

WHO YOU ARE

Experience

• 3+ years of experience in a technical role such as Solutions Architect, Technical Architect, Technical Account Manager, Implementation Consultant, or a related field.
• 3+ years of technical experience managing complex customer environments with a strong product command and deep technical domain knowledge of SaaS, Mobile, APIs, and Programming.
• Proven track record of delivering high-impact, custom technical engagements that drive tangible outcomes.
• Excellent communication and presentation skills with the ability to explain complex technical concepts to both technical and non-technical audiences.
• Experience working cross-functionally with Sales, Product, Engineering, and Customer Success teams.
• Bachelor's degree in Computer Science, Engineering, or a related technical field, or equivalent practical experience.
• An Entrepreneurial Builder: You are proactive and resourceful, comfortable identifying unmet needs and developing new solutions. You're driven to continuously improve our processes and help build a stronger, more efficient business.

Skills

• Exceptional technical depth with the ability to design and articulate complex data and system architectures to both technical and non-technical stakeholders.
• Excellent written and verbal communicator with strong influencing skills and the ability to take complex technical ideas and translate them to non-technical stakeholders
• A natural problem solver, demonstrating a high level of intellectual curiosity and a collaborative approach to solutioning.
• Ability to manage multiple competing, complex technical priorities effectively under time constraints in a fast-paced environment.
• You are a natural problem solver with a high level of intellectual curiosity and love working as part of a team to solve those problems.
• You are a strong team player and collaborate effectively with internal and external stakeholders (e.g., technical resources, project management, customer executives, service partners).
• You are comfortable building with AI tools to accelerate workstreams and build efficiencies in your day-to-day role

For candidates based in the United States, the pay range for this position at the start of employment is expected to be between $99,450 - $112,500/year, with an expected On Target Earnings (OTE) between $110,500-125,000/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.

#LI-Hybrid

As a Technical Architect and part of our Expert Services organization at Braze, you will serve as a highly technical resource, responsible for delivering outcome-based technical services and bespoke technical solutions across all stages of the customer lifecycle. You will own and drive complex technical projects and workstreams to successful completion, specializing in architecting integrations, sophisticated data strategies, and customer-centric use case design to unlock the full value of the Braze Platform.

As a Technical Architect, you will be a key driving force of technical and product expertise, working alongside Sales, Customer Success Managers, Technical Account Managers, Delivery Managers, Partners, Product and Engineering, and Technical Support. You will be responsible for rapidly understanding each client’s business and technical requirements, helping them achieve fast time-to-value from their investment in Braze. You will also help clients tailor Braze’s product to their needs by effectively articulating and positioning the value of Braze via workshops, meetings, written communication, and general consultation. This is a highly technical, customer-obsessed role, leveraging Braze's functionality to help our customers achieve key business outcomes.

WHAT YOU'LL DO

Customer Obsessed

• Serve as a trusted, deeply technical advisor, owning the projects and workstreams of technical strategy at any stage across the customer lifecycle from initial architecture through ongoing optimization and beyond.
• Design and implement bespoke, complex technical solutions and integrations that meet unique customer needs and drive tangible business value.
• Act as a technical conduit between Braze and the customer’s product and engineering teams.
• Build best-in-class solutions and document those for future automation and iterative deployment.
• Ensure all designed solutions adhere to security best practices, compliance regulations, and architectural standards.

Data-Driven.

• Maximize customer adoption, retention, and time-to-value by ensuring the most effective and efficient technical implementation of the Braze platform

Growth Mindset 

• Proactively maintain and expand your own technical depth and expertise, including staying current with emerging trends in AI and machine learning, and spearhead internal and external education initiatives to share this expertise.
• Drive efficiency and innovation by identifying, evaluating, and advocating for new technologies and practices that can enhance the Braze platform's capabilities and value proposition for customers.
• Collaborate closely with product, engineering, and sales teams to translate complex technical requirements into clear, actionable development plans and product feedback.

Key Responsibilities
Client Success & Technical Guidance

• Engage with internal account teams and customers to rapidly understand their goals, technical requirements, and use cases to determine how the Braze platform will integrate into their existing architecture.
• Design comprehensive technical implementation plans, solutions and architectures, and scopes of work for paid engagements, aligning with both customer requirements and Braze best practices.
• Facilitate and support technical aspects of customer onboarding and complex SDK/API integrations, ensuring product completeness and maximizing time to value.
• Consultatively address advanced use cases, translating strategic solutions into actionable technical steps and architectural diagrams for customers.
• Understand the in-depth customer goals, use cases, and KPIs for each assigned project, driving continued customer value through technical maturity and strategic adoption of the platform.

Technical Solutioning, Resolution & Empowerment

• Troubleshoot and provide solutions for complex strategic technical needs reported by customers during paid implementation and throughout their lifecycle.
• Instill best practices and engineering excellence by internally validating technical feasibility for product launches and ensuring high-quality instrumentation across the customer stack.
• Document technical requirements, bespoke customer integrations, and risks/blockers, communicating effectively with account teams, customers, partners, and/or internal teams to drive positive outcomes.

WHO YOU ARE

Experience

• 3+ years of experience in a technical role such as Solutions Architect, Technical Architect, Technical Account Manager, Implementation Consultant, or a related field.
• 3+ years of technical experience managing complex customer environments with a strong product command and deep technical domain knowledge of SaaS, Mobile, APIs, and Programming.
• Proven track record of delivering high-impact, custom technical engagements that drive tangible outcomes.
• Excellent communication and presentation skills with the ability to explain complex technical concepts to both technical and non-technical audiences.
• Experience working cross-functionally with Sales, Product, Engineering, and Customer Success teams.
• Bachelor's degree in Computer Science, Engineering, or a related technical field, or equivalent practical experience.
• An Entrepreneurial Builder: You are proactive and resourceful, comfortable identifying unmet needs and developing new solutions. You're driven to continuously improve our processes and help build a stronger, more efficient business.

Skills

• Exceptional technical depth with the ability to design and articulate complex data and system architectures to both technical and non-technical stakeholders.
• Excellent written and verbal communicator with strong influencing skills and the ability to take complex technical ideas and translate them to non-technical stakeholders
• A natural problem solver, demonstrating a high level of intellectual curiosity and a collaborative approach to solutioning.
• Ability to manage multiple competing, complex technical priorities effectively under time constraints in a fast-paced environment.
• You are a natural problem solver with a high level of intellectual curiosity and love working as part of a team to solve those problems.
• You are a strong team player and collaborate effectively with internal and external stakeholders (e.g., technical resources, project management, customer executives, service partners).
• You are comfortable building with AI tools to accelerate workstreams and build efficiencies in your day-to-day role

For candidates based in the United States, the pay range for this position at the start of employment is expected to be between $99,450 - $112,500/year, with an expected On Target Earnings (OTE) between $110,500-125,000/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.

#LI-Hybrid

As a Technical Architect and part of our Expert Services organization at Braze, you will serve as a highly technical resource, responsible for delivering outcome-based technical services and bespoke technical solutions across all stages of the customer lifecycle. You will own and drive complex technical projects and workstreams to successful completion, specializing in architecting integrations, sophisticated data strategies, and customer-centric use case design to unlock the full value of the Braze Platform.

As a Technical Architect, you will be a key driving force of technical and product expertise, working alongside Sales, Customer Success Managers, Technical Account Managers, Delivery Managers, Partners, Product and Engineering, and Technical Support. You will be responsible for rapidly understanding each client’s business and technical requirements, helping them achieve fast time-to-value from their investment in Braze. You will also help clients tailor Braze’s product to their needs by effectively articulating and positioning the value of Braze via workshops, meetings, written communication, and general consultation. This is a highly technical, customer-obsessed role, leveraging Braze's functionality to help our customers achieve key business outcomes.

WHAT YOU'LL DO

Customer Obsessed

• Serve as a trusted, deeply technical advisor, owning the projects and workstreams of technical strategy at any stage across the customer lifecycle from initial architecture through ongoing optimization and beyond.
• Design and implement bespoke, complex technical solutions and integrations that meet unique customer needs and drive tangible business value.
• Act as a technical conduit between Braze and the customer’s product and engineering teams.
• Build best-in-class solutions and document those for future automation and iterative deployment.
• Ensure all designed solutions adhere to security best practices, compliance regulations, and architectural standards.

Data-Driven.

• Maximize customer adoption, retention, and time-to-value by ensuring the most effective and efficient technical implementation of the Braze platform

Growth Mindset 

• Proactively maintain and expand your own technical depth and expertise, including staying current with emerging trends in AI and machine learning, and spearhead internal and external education initiatives to share this expertise.
• Drive efficiency and innovation by identifying, evaluating, and advocating for new technologies and practices that can enhance the Braze platform's capabilities and value proposition for customers.
• Collaborate closely with product, engineering, and sales teams to translate complex technical requirements into clear, actionable development plans and product feedback.

Key Responsibilities
Client Success & Technical Guidance

• Engage with internal account teams and customers to rapidly understand their goals, technical requirements, and use cases to determine how the Braze platform will integrate into their existing architecture.
• Design comprehensive technical implementation plans, solutions and architectures, and scopes of work for paid engagements, aligning with both customer requirements and Braze best practices.
• Facilitate and support technical aspects of customer onboarding and complex SDK/API integrations, ensuring product completeness and maximizing time to value.
• Consultatively address advanced use cases, translating strategic solutions into actionable technical steps and architectural diagrams for customers.
• Understand the in-depth customer goals, use cases, and KPIs for each assigned project, driving continued customer value through technical maturity and strategic adoption of the platform.

Technical Solutioning, Resolution & Empowerment

• Troubleshoot and provide solutions for complex strategic technical needs reported by customers during paid implementation and throughout their lifecycle.
• Instill best practices and engineering excellence by internally validating technical feasibility for product launches and ensuring high-quality instrumentation across the customer stack.
• Document technical requirements, bespoke customer integrations, and risks/blockers, communicating effectively with account teams, customers, partners, and/or internal teams to drive positive outcomes.

WHO YOU ARE

Experience

• 3+ years of experience in a technical role such as Solutions Architect, Technical Architect, Technical Account Manager, Implementation Consultant, or a related field.
• 3+ years of technical experience managing complex customer environments with a strong product command and deep technical domain knowledge of SaaS, Mobile, APIs, and Programming.
• Proven track record of delivering high-impact, custom technical engagements that drive tangible outcomes.
• Excellent communication and presentation skills with the ability to explain complex technical concepts to both technical and non-technical audiences.
• Experience working cross-functionally with Sales, Product, Engineering, and Customer Success teams.
• Bachelor's degree in Computer Science, Engineering, or a related technical field, or equivalent practical experience.
• An Entrepreneurial Builder: You are proactive and resourceful, comfortable identifying unmet needs and developing new solutions. You're driven to continuously improve our processes and help build a stronger, more efficient business.

Skills

• Exceptional technical depth with the ability to design and articulate complex data and system architectures to both technical and non-technical stakeholders.
• Excellent written and verbal communicator with strong influencing skills and the ability to take complex technical ideas and translate them to non-technical stakeholders
• A natural problem solver, demonstrating a high level of intellectual curiosity and a collaborative approach to solutioning.
• Ability to manage multiple competing, complex technical priorities effectively under time constraints in a fast-paced environment.
• You are a natural problem solver with a high level of intellectual curiosity and love working as part of a team to solve those problems.
• You are a strong team player and collaborate effectively with internal and external stakeholders (e.g., technical resources, project management, customer executives, service partners).
• You are comfortable building with AI tools to accelerate workstreams and build efficiencies in your day-to-day role

For candidates based in the United States, the pay range for this position at the start of employment is expected to be between $99,450 - $112,500/year, with an expected On Target Earnings (OTE) between $110,500-125,000/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.

#LI-Hybrid

WHAT YOU’LL DO

Engagement Manager II is a critical role on our growing AI Expert Services team. As an EM, you will own all phases of the program execution process for designing, configuring, and expanding OfferFit by Braze use cases. Ideal EMs should be passionate about technical program delivery, process engineering, defining strategy, and championing best practices in a rapidly evolving and dynamic environment. Finally, EMs should be experts in developing relationships with customer stakeholders, as such relationships are critical for ensuring program success.

Responsibilities:

As a Machine Learning Engagement Manager, you'll be at the forefront of deploying OfferFit by Braze’s AI decisioning solutions for marketers in a wide range of industries. Your role is a blend of tactical leadership, technical expertise, and proactive client management. Key responsibilities include: 

• Lead the AI Deployment Lifecycle: You'll own the entire deployment process from start to finish. This includes leading the initial use case design, defining the engagement’s operating model, managing the technical setup, and overseeing the final user acceptance testing (UAT)
• Facilitate Technical Workshops: You will lead hands-on workshops with customers to align on key objectives, technical specs, model configuration, and optimal integration architecture
• Drive successful customer engagements: You'll be the main point of contact for our customers throughout the AI deployment process. You'll keep projects on track by managing customer deliverables, proactively identifying and addressing risks, and providing clear, consistent communication to all stakeholders, including senior leadership
• Drive Process Improvement: You will champion project management excellence by continuously improving our standardized AI deployment playbook. You'll help us refine our processes to ensure we deliver consistent, high-quality results
• Influence the Product Roadmap: You'll play a crucial role in shaping our product roadmap, ensuring it remains customer-centric and evolves to meet the changing requirements of our customers and AI deployment teams

WHO YOU ARE

You are a highly organized and entrepreneurial leader with a strong technical background and a customer-centric mindset. You are a natural at navigating complex projects and building relationships with a diverse range of stakeholders.

• A Technical Project Leader: You have significant experience managing technical projects from start to finish. You're a natural at bringing together technical and non-technical stakeholders, ensuring everyone is aligned, and projects are delivered on time. Your colleagues know you as the most organized person on the team, and you communicate with exceptional clarity and persuasiveness
• A Strategic Client Partner: You come from a professional services background and are an expert at leading workshops with senior-level stakeholders. You excel at understanding a customer’s needs and ensuring they are met, but you are also confident in your ability to push back on requests that don't align with the program's goals
• A Hands-On Technologist: You possess hands-on technical experience that allows you to contribute to a use case's architectural and machine learning design at a conceptual level. You're not just an action-item tracker; you can exchange ideas with a customer's marketing, data engineering, and data science teams when needed
• An Entrepreneurial Builder: You are proactive and resourceful, comfortable identifying unmet needs and developing new solutions. You're driven to continuously improve our processes and help build a stronger, more efficient business
• Experience and Education: You have 5-7 years of project management, consulting, or professional services experience, and at least a bachelor's degree in a technical field, with advanced degrees (MBA or MS) preferred

For candidates based in Ontario, the pay range at the start of employment for this position is expected to be between CA$130,800 - CA$153,800/year, with an expected On Target Earnings (OTE) between CA$150,300 - CA$176,800/year (including performance-based or variable compensation (bonus or commission). Your particular offer may vary depending on multiple individual 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.

#LI-Hybrid

WHAT YOU’LL DO

Engagement Manager II is a critical role on our growing AI Expert Services team. As an EM, you will own all phases of the program execution process for designing, configuring, and expanding OfferFit by Braze use cases. Ideal EMs should be passionate about technical program delivery, process engineering, defining strategy, and championing best practices in a rapidly evolving and dynamic environment. Finally, EMs should be experts in developing relationships with customer stakeholders, as such relationships are critical for ensuring program success.

Responsibilities:

As a Machine Learning Engagement Manager, you'll be at the forefront of deploying OfferFit by Braze’s AI decisioning solutions for marketers in a wide range of industries. Your role is a blend of tactical leadership, technical expertise, and proactive client management. Key responsibilities include: 

• Lead the AI Deployment Lifecycle: You'll own the entire deployment process from start to finish. This includes leading the initial use case design, defining the engagement’s operating model, managing the technical setup, and overseeing the final user acceptance testing (UAT)
• Facilitate Technical Workshops: You will lead hands-on workshops with customers to align on key objectives, technical specs, model configuration, and optimal integration architecture
• Drive successful customer engagements: You'll be the main point of contact for our customers throughout the AI deployment process. You'll keep projects on track by managing customer deliverables, proactively identifying and addressing risks, and providing clear, consistent communication to all stakeholders, including senior leadership
• Drive Process Improvement: You will champion project management excellence by continuously improving our standardized AI deployment playbook. You'll help us refine our processes to ensure we deliver consistent, high-quality results
• Influence the Product Roadmap: You'll play a crucial role in shaping our product roadmap, ensuring it remains customer-centric and evolves to meet the changing requirements of our customers and AI deployment teams

WHO YOU ARE

You are a highly organized and entrepreneurial leader with a strong technical background and a customer-centric mindset. You are a natural at navigating complex projects and building relationships with a diverse range of stakeholders.

• A Technical Project Leader: You have significant experience managing technical projects from start to finish. You're a natural at bringing together technical and non-technical stakeholders, ensuring everyone is aligned and projects are delivered on time. Your colleagues know you as the most organized person on the team, and you communicate with exceptional clarity and persuasiveness
• A Strategic Client Partner: You come from a professional services background and are an expert at leading workshops with senior-level stakeholders. You excel at understanding a customer’s needs and ensuring they are met, but you are also confident in your ability to push back on requests that don't align with the program's goals
• A Hands-On Technologist: You possess hands-on technical experience that allows you to contribute to a use case's architectural and machine learning design at a conceptual level. You're not just an action-item tracker; you can exchange ideas with a customer's marketing, data engineering and data science teams when needed
• An Entrepreneurial Builder: You are proactive and resourceful, comfortable identifying unmet needs and developing new solutions. You're driven to continuously improve our processes and help build a stronger, more efficient business.
• Experience and Education: You have 5-7 years of project management, consulting, or professional services experience, and at least a bachelor's degree in a technical field, with advanced degrees (MBA or MS) preferred

For candidates based in the United States, the pay range for this position at the start of employment is expected to be between $121,300 and $142,700/year, with an expected On Target Earnings (OTE) between $139,400 and $164,000/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.

WHAT YOU’LL DO

Engagement Manager II is a critical role on our growing AI Expert Services team. As an EM, you will own all phases of the program execution process for designing, configuring, and expanding OfferFit by Braze use cases. Ideal EMs should be passionate about technical program delivery, process engineering, defining strategy, and championing best practices in a rapidly evolving and dynamic environment. Finally, EMs should be experts in developing relationships with customer stakeholders, as such relationships are critical for ensuring program success.

Responsibilities:

As a Machine Learning Engagement Manager, you'll be at the forefront of deploying OfferFit by Braze’s AI decisioning solutions for marketers in a wide range of industries. Your role is a blend of tactical leadership, technical expertise, and proactive client management. Key responsibilities include: 

• Lead the AI Deployment Lifecycle: You'll own the entire deployment process from start to finish. This includes leading the initial use case design, defining the engagement’s operating model, managing the technical setup, and overseeing the final user acceptance testing (UAT)
• Facilitate Technical Workshops: You will lead hands-on workshops with customers to align on key objectives, technical specs, model configuration, and optimal integration architecture
• Drive successful customer engagements: You'll be the main point of contact for our customers throughout the AI deployment process. You'll keep projects on track by managing customer deliverables, proactively identifying and addressing risks, and providing clear, consistent communication to all stakeholders, including senior leadership
• Drive Process Improvement: You will champion project management excellence by continuously improving our standardized AI deployment playbook. You'll help us refine our processes to ensure we deliver consistent, high-quality results
• Influence the Product Roadmap: You'll play a crucial role in shaping our product roadmap, ensuring it remains customer-centric and evolves to meet the changing requirements of our customers and AI deployment teams

WHO YOU ARE

You are a highly organized and entrepreneurial leader with a strong technical background and a customer-centric mindset. You are a natural at navigating complex projects and building relationships with a diverse range of stakeholders.

• A Technical Project Leader: You have significant experience managing technical projects from start to finish. You're a natural at bringing together technical and non-technical stakeholders, ensuring everyone is aligned and projects are delivered on time. Your colleagues know you as the most organized person on the team, and you communicate with exceptional clarity and persuasiveness
• A Strategic Client Partner: You come from a professional services background and are an expert at leading workshops with senior-level stakeholders. You excel at understanding a customer’s needs and ensuring they are met, but you are also confident in your ability to push back on requests that don't align with the program's goals
• A Hands-On Technologist: You possess hands-on technical experience that allows you to contribute to a use case's architectural and machine learning design at a conceptual level. You're not just an action-item tracker; you can exchange ideas with a customer's marketing, data engineering and data science teams when needed
• An Entrepreneurial Builder: You are proactive and resourceful, comfortable identifying unmet needs and developing new solutions. You're driven to continuously improve our processes and help build a stronger, more efficient business.
• Experience and Education: You have 5-7 years of project management, consulting, or professional services experience, and at least a bachelor's degree in a technical field, with advanced degrees (MBA or MS) preferred

For candidates based in the United States, the pay range for this position at the start of employment is expected to be between $121,300 and $142,700/year, with an expected On Target Earnings (OTE) between $139,400 and $164,000/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.

WHAT YOU’LL DO

Engagement Manager II is a critical role on our growing AI Expert Services team. As an EM, you will own all phases of the program execution process for designing, configuring, and expanding OfferFit by Braze use cases. Ideal EMs should be passionate about technical program delivery, process engineering, defining strategy, and championing best practices in a rapidly evolving and dynamic environment. Finally, EMs should be experts in developing relationships with customer stakeholders, as such relationships are critical for ensuring program success.

Responsibilities:

As a Machine Learning Engagement Manager, you'll be at the forefront of deploying OfferFit by Braze’s AI decisioning solutions for marketers in a wide range of industries. Your role is a blend of tactical leadership, technical expertise, and proactive client management. Key responsibilities include: 

• Lead the AI Deployment Lifecycle: You'll own the entire deployment process from start to finish. This includes leading the initial use case design, defining the engagement’s operating model, managing the technical setup, and overseeing the final user acceptance testing (UAT)
• Facilitate Technical Workshops: You will lead hands-on workshops with customers to align on key objectives, technical specs, model configuration, and optimal integration architecture
• Drive successful customer engagements: You'll be the main point of contact for our customers throughout the AI deployment process. You'll keep projects on track by managing customer deliverables, proactively identifying and addressing risks, and providing clear, consistent communication to all stakeholders, including senior leadership
• Drive Process Improvement: You will champion project management excellence by continuously improving our standardized AI deployment playbook. You'll help us refine our processes to ensure we deliver consistent, high-quality results
• Influence the Product Roadmap: You'll play a crucial role in shaping our product roadmap, ensuring it remains customer-centric and evolves to meet the changing requirements of our customers and AI deployment teams

WHO YOU ARE

You are a highly organized and entrepreneurial leader with a strong technical background and a customer-centric mindset. You are a natural at navigating complex projects and building relationships with a diverse range of stakeholders.

• A Technical Project Leader: You have significant experience managing technical projects from start to finish. You're a natural at bringing together technical and non-technical stakeholders, ensuring everyone is aligned and projects are delivered on time. Your colleagues know you as the most organized person on the team, and you communicate with exceptional clarity and persuasiveness
• A Strategic Client Partner: You come from a professional services background and are an expert at leading workshops with senior-level stakeholders. You excel at understanding a customer’s needs and ensuring they are met, but you are also confident in your ability to push back on requests that don't align with the program's goals
• A Hands-On Technologist: You possess hands-on technical experience that allows you to contribute to a use case's architectural and machine learning design at a conceptual level. You're not just an action-item tracker; you can exchange ideas with a customer's marketing, data engineering and data science teams when needed
• An Entrepreneurial Builder: You are proactive and resourceful, comfortable identifying unmet needs and developing new solutions. You're driven to continuously improve our processes and help build a stronger, more efficient business.
• Experience and Education: You have 5-7 years of project management, consulting, or professional services experience, and at least a bachelor's degree in a technical field, with advanced degrees (MBA or MS) preferred

For candidates based in the United States, the pay range for this position at the start of employment is expected to be between $121,300 and $142,700/year, with an expected On Target Earnings (OTE) between $139,400 and $164,000/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.

WHAT YOU’LL DO

Engagement Manager II is a critical role on our growing AI Expert Services team. As an EM, you will own all phases of the program execution process for designing, configuring, and expanding OfferFit by Braze use cases. Ideal EMs should be passionate about technical program delivery, process engineering, defining strategy, and championing best practices in a rapidly evolving and dynamic environment. Finally, EMs should be experts in developing relationships with customer stakeholders, as such relationships are critical for ensuring program success.

Responsibilities:

As a Machine Learning Engagement Manager, you'll be at the forefront of deploying OfferFit by Braze’s AI decisioning solutions for marketers in a wide range of industries. Your role is a blend of tactical leadership, technical expertise, and proactive client management. Key responsibilities include: 

• Lead the AI Deployment Lifecycle: You'll own the entire deployment process from start to finish. This includes leading the initial use case design, defining the engagement’s operating model, managing the technical setup, and overseeing the final user acceptance testing (UAT)
• Facilitate Technical Workshops: You will lead hands-on workshops with customers to align on key objectives, technical specs, model configuration, and optimal integration architecture
• Drive successful customer engagements: You'll be the main point of contact for our customers throughout the AI deployment process. You'll keep projects on track by managing customer deliverables, proactively identifying and addressing risks, and providing clear, consistent communication to all stakeholders, including senior leadership
• Drive Process Improvement: You will champion project management excellence by continuously improving our standardized AI deployment playbook. You'll help us refine our processes to ensure we deliver consistent, high-quality results
• Influence the Product Roadmap: You'll play a crucial role in shaping our product roadmap, ensuring it remains customer-centric and evolves to meet the changing requirements of our customers and AI deployment teams

WHO YOU ARE

You are a highly organized and entrepreneurial leader with a strong technical background and a customer-centric mindset. You are a natural at navigating complex projects and building relationships with a diverse range of stakeholders.

• A Technical Project Leader: You have significant experience managing technical projects from start to finish. You're a natural at bringing together technical and non-technical stakeholders, ensuring everyone is aligned and projects are delivered on time. Your colleagues know you as the most organized person on the team, and you communicate with exceptional clarity and persuasiveness
• A Strategic Client Partner: You come from a professional services background and are an expert at leading workshops with senior-level stakeholders. You excel at understanding a customer’s needs and ensuring they are met, but you are also confident in your ability to push back on requests that don't align with the program's goals
• A Hands-On Technologist: You possess hands-on technical experience that allows you to contribute to a use case's architectural and machine learning design at a conceptual level. You're not just an action-item tracker; you can exchange ideas with a customer's marketing, data engineering and data science teams when needed
• An Entrepreneurial Builder: You are proactive and resourceful, comfortable identifying unmet needs and developing new solutions. You're driven to continuously improve our processes and help build a stronger, more efficient business.
• Experience and Education: You have 5-7 years of project management, consulting, or professional services experience, and at least a bachelor's degree in a technical field, with advanced degrees (MBA or MS) preferred

For candidates based in the United States, the pay range for this position at the start of employment is expected to be between $121,300 and $142,700/year, with an expected On Target Earnings (OTE) between $139,400 and $164,000/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.

WHAT YOU’LL DO

Engagement Manager II is a critical role on our growing AI Expert Services team. As an EM, you will own all phases of the program execution process for designing, configuring, and expanding OfferFit by Braze use cases. Ideal EMs should be passionate about technical program delivery, process engineering, defining strategy, and championing best practices in a rapidly evolving and dynamic environment. Finally, EMs should be experts in developing relationships with customer stakeholders, as such relationships are critical for ensuring program success.

Responsibilities:

As a Machine Learning Engagement Manager, you'll be at the forefront of deploying OfferFit by Braze’s AI decisioning solutions for marketers in a wide range of industries. Your role is a blend of tactical leadership, technical expertise, and proactive client management. Key responsibilities include: 

• Lead the AI Deployment Lifecycle: You'll own the entire deployment process from start to finish. This includes leading the initial use case design, defining the engagement’s operating model, managing the technical setup, and overseeing the final user acceptance testing (UAT)
• Facilitate Technical Workshops: You will lead hands-on workshops with customers to align on key objectives, technical specs, model configuration, and optimal integration architecture
• Drive successful customer engagements: You'll be the main point of contact for our customers throughout the AI deployment process. You'll keep projects on track by managing customer deliverables, proactively identifying and addressing risks, and providing clear, consistent communication to all stakeholders, including senior leadership
• Drive Process Improvement: You will champion project management excellence by continuously improving our standardized AI deployment playbook. You'll help us refine our processes to ensure we deliver consistent, high-quality results
• Influence the Product Roadmap: You'll play a crucial role in shaping our product roadmap, ensuring it remains customer-centric and evolves to meet the changing requirements of our customers and AI deployment teams

WHO YOU ARE

You are a highly organized and entrepreneurial leader with a strong technical background and a customer-centric mindset. You are a natural at navigating complex projects and building relationships with a diverse range of stakeholders.

• A Technical Project Leader: You have significant experience managing technical projects from start to finish. You're a natural at bringing together technical and non-technical stakeholders, ensuring everyone is aligned and projects are delivered on time. Your colleagues know you as the most organized person on the team, and you communicate with exceptional clarity and persuasiveness
• A Strategic Client Partner: You come from a professional services background and are an expert at leading workshops with senior-level stakeholders. You excel at understanding a customer’s needs and ensuring they are met, but you are also confident in your ability to push back on requests that don't align with the program's goals
• A Hands-On Technologist: You possess hands-on technical experience that allows you to contribute to a use case's architectural and machine learning design at a conceptual level. You're not just an action-item tracker; you can exchange ideas with a customer's marketing, data engineering and data science teams when needed
• An Entrepreneurial Builder: You are proactive and resourceful, comfortable identifying unmet needs and developing new solutions. You're driven to continuously improve our processes and help build a stronger, more efficient business.
• Experience and Education: You have 5-7 years of project management, consulting, or professional services experience, and at least a bachelor's degree in a technical field, with advanced degrees (MBA or MS) preferred

For candidates based in the United States, the pay range for this position at the start of employment is expected to be between $121,300 and $142,700/year, with an expected On Target Earnings (OTE) between $139,400 and $164,000/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.

As a Customer Success Associate in our Scale team you will work with passionate start-up and scale-up brands to help them realise value from their investment in Braze. This is a 9 month fixed term contract.

WHAT YOU'LL DO

• Develop a deep understanding of the Braze product
• Develop domain expertise of the digital marketing landscape
• Own best in class client strategy examples, creating relevant content for the Customer Success Team
• Communicate clearly and effectively with internal teams such as Engineering, Product and Support
• Contribute to the team hitting renewals, retention and net retention targets.
• Work directly with clients to educate them on both technical and strategic concepts. 

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.  

WHO YOU ARE

This is likely your first or second post-education job or you are transitioning from an unrelated industry with the intention of progressing to become a Customer Success Manager 

• You have excellent written and verbal communication skills 
• You manage projects and tasks to completion
• You take initiative 
• You’re interested and eager to learn more about both technical and marketing concepts with real world applications
• You are known for being a team player; we just can’t emphasize this enough
• You welcome feedback
• Your interests include marketing strategy, digital marketing, technology and mobile trends 
• You are intellectually curious and are known as a problem solver, you're not afraid to tackle technical problems

WHAT YOU'LL DO

Our Data Scientist, AI Deployment team is a group of creative technical experts who design and build end-to-end machine learning solutions that power 1-to-1 personalization for some of the world's leading brands. In this role, you will:

• Design RL use cases from the ground up — scoping solutions that optimize for real business value, accounting for the complexity of modern marketing journeys, and proactively identifying risks to set each engagement up for success
• Build and own the full ML pipeline —  taking customers' raw data through transformation, model training, and activation, so that model decisions are delivered to personalize experiences for millions of end users
• Drive customer success by being providing ongoing technical guidance that ensures data science performance, successful adoption and measurable outcomes
• Extend product capabilities by developing features and tools that support the broader AI deployment team and scale what's possible across engagements
• Partner with the Braze Product team to refine and advance Braze's reinforcement learning algorithms, pushing the self-learning capabilities of the platform forward
• Shape BrazeAI product strategy and roadmap by bringing customer-facing insights and deep technical expertise to the table

WHO YOU ARE

• Education: Bachelor’s degree in Computer Science, Data Science, Mathematics, Engineering, or a related field required; Master’s or PhD in a relevant technical discipline preferred
• Experience: 3–5+ years of hands-on experience as a Data Scientist, Machine Learning Engineer, or similar role working with large-scale data and production environments. Experience in customer-facing or consulting roles is strongly preferred
• Strong technical expertise: Proficient in Python (Pandas) and core ML libraries (TensorFlow, Keras, scikit-learn, CatBoost, XGBoost). Skilled in SQL for querying/manipulating datasets, with experience in machine learning pipelines and model deployment
• Engineering best practices: You write well-structured, modular, documented code; follow strong development practices (Git, CI/CD, testing frameworks, type-hinting, code reviews); and can build scalable, maintainable solutions
• Nice-to-have skills: Experience with DevOps tools (Airflow, Kubernetes, Terraform, GCP), data integration/ETL and pipeline optimization, or reinforcement learning algorithms
• Customer collaborator: Comfortable working directly with clients and cross-functional teams, aligning stakeholders, and translating technical concepts into clear business value
• Entrepreneurial problem-solver: You identify opportunities and risks early, troubleshoot obstacles, and drive creative solutions
• Continuous learner: You stay current with industry trends, explore new tools/technologies, and thrive in environments that push you to grow
• Clear communicator: Able to explain complex technical ideas persuasively to both technical and non-technical audiences