At Braze, we have found our people. We’re a genuinely approachable, exceptionally kind, and intensely passionate crew.
We seek to ignite that passion by setting high standards, championing teamwork, and creating work-life harmony as we collectively navigate rapid growth on a global scale while striving for greater equity and opportunity – inside and outside our organization.
To flourish here, you must be prepared to set a high bar for yourself and those around you. There is always a way to contribute: Acting with autonomy, having accountability and being open to new perspectives are essential to our continued success. Our deep curiosity to learn and our eagerness to share diverse passions with others gives us balance and injects a one-of-a-kind vibrancy into our culture.
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If you are driven to solve exhilarating challenges and have a bias toward action in the face of change, you will be empowered to make a real impact here, with a sharp and passionate team at your back. If Braze sounds like a place where you can thrive, we can’t wait to meet you.
WHAT YOU'LL DO
The Senior CX Operations Specialist will be responsible for driving coordination across regional Customer Success leadership to ensure the strategic allocation of resources that fuel revenue retention. Reporting to the Director of CX Operations, the Sr. CX Operations Specialist will leverage both internal and external tools to identify high-value accounts critical to Braze’s retention and growth strategies. The ideal candidate is a self-starter with a passion for data, technology, and process development.
Key Responsibilities:
- Collaborate closely with Customer Success leadership to design new Customer Success territories and ensure equitable allocation of accounts among Customer Success Managers
- Strategize with regional management to develop frameworks for identifying optimal Customer Success territories and accounts
- Ensure that Customer Success territories and account assignments align with Sales territory and carve assignments to promote continuity across the business and maximize the likelihood of strong renewal outcomes
- Enhance internal and external tools and data sources to pinpoint high-value and high-propensity accounts
- Work cross-functionally with Customer Experience, Sales Operations, and Renewals Management to optimize processes that align with retention and sales objectives
- Ensure accuracy and completeness of CRM Account data & Customer Success Platform (CSP) data
WHO YOU ARE
Competencies:
- Attention to Detail: High level of accuracy in managing platform configurations and customer data with a vigilance in ensuring compliance with customer contracts and internal policies
- Communication: Excellent verbal and written communication skills. Ability to explain technical concepts to non-technical stakeholders clearly and concisely
- Collaboration: Ability to work effectively within a team and across departments across different initiatives and incentives
- Time Management: Ability to manage multiple tasks and prioritize effectively
- Operational Efficiency: Strong organizational skills to handle various requests and platform configurations against competing urgencies and timeframes
- Adaptability: Flexibility to adapt to changing customer requirements and platform updates with the ability to learn new tools and technologies quickly
- Ethical Standards: Commitment to maintaining high ethical standards in managing customer data and platform access. Ensuring compliance with company policies and industry regulations
- Problem Solving: Strong analytical skills to identify and resolve issues efficiently. Ability to think critically and provide innovative solutions to improve processes
- Data Management: Ability to maintain accurate records and documentation of customer instances and feature access while understanding data privacy and security best practices
Qualifications:
- 3+ years of experience in a B2B SaaS sales or operations environment, with a strong understanding of customer engagement platforms and their functionalities
- Ability to partner with Customer Experience & Sales and balance multiple partnerships within the Braze go-to-market organization
- Proven experience in leading strategic initiatives and projects that drive operational efficiency and enhance customer satisfaction
- Comfortable working in some ambiguity and proactive enough to help build new strategic frameworks
- Strong analytical skills to identify and resolve complex issues efficiently, with the ability to think critically and provide innovative solutions to improve processes
- Proficient in Google Sheets and/or Microsoft Excel
- Experience with Salesforce is required
- Experience with Tableau a plus
- Ability to “manage up” and have difficult conversations with senior partners when necessary
For candidates based in the United States, the pay range for this position at the start of employment is expected to be between $76,300 and $92,400/year with an expected On Target Earnings (OTE) between $84,800 and $102,700/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.
From offering comprehensive benefits to fostering flexible environments, we’ve got you covered so you can prioritize work-life harmony.
- Competitive compensation that may include equity
- Retirement and Employee Stock Purchase Plans
- Flexible paid time off
- Comprehensive benefit plans covering medical, dental, vision, life, and disability
- Family services that include fertility benefits and equal paid parental leave
- Professional development supported by formal career pathing, learning platforms, and tuition reimbursement
- Community engagement opportunities throughout the year, including an annual company wide Volunteer Week
- Employee Resource Groups that provide supportive communities within Braze
- Collaborative, transparent, and fun culture recognized as a Great Place to Work®
ABOUT BRAZE
Braze is a leading customer engagement platform that powers lasting connections between consumers and brands they love. Braze allows any marketer to collect and take action on any amount of data from any source, so they can creatively engage with customers in real time, across channels from one platform. From cross-channel messaging and journey orchestration to Al-powered experimentation and optimization, Braze enables companies to build and maintain absolutely engaging relationships with their customers that foster growth and loyalty.
Braze is proudly certified as a Great Place to Work® in the U.S., the UK and Singapore. In 2024, we ranked #3 on Great Place to Work UK’s Best Workplaces (Large), #3 on Fortune Best Workplaces for Parents (Small and Medium), #13 on Great Place to Work UK’s Best Workplaces for Development (Large), #14 on Great Place to Work UK’s Best Workplaces for Wellbeing (Large), #14 on Fortune Best Workplaces in Technology (Small and Medium), #26 in Great Place to Work UK’s Best Workplaces for Women (Large), #31 in Fortune Best Workplaces (Medium), and #37 in Fortune Best Workplaces for Women.
We were also featured in the Top 10% of US News & World Best Companies to Work For, Top 100 Great Place to Work UK’s Best Workplaces in Europe (Medium), and in Built In’s Best Places to Work.
You’ll find many of us at headquarters in New York City or around the world in Austin, Berlin, Bucharest, Chicago, Dubai, Jakarta, London, Paris, San Francisco, Singapore, São Paulo, Seoul, Sydney and Tokyo – not to mention our employees in nearly 50 remote locations.
BRAZE IS AN EQUAL OPPORTUNITY EMPLOYERAt Braze, we strive to create equitable growth and opportunities inside and outside the organization.
Building meaningful connections is at the heart of everything we do, and that includes our recruiting practices. We're committed to offering all candidates a fair, accessible, and inclusive experience – regardless of age, color, disability, gender identity, marital status, maternity, national origin, pregnancy, race, religion, sex, sexual orientation, or status as a protected veteran. When applying and interviewing with Braze, we want you to feel comfortable showcasing what makes you you.
We know that sometimes different circumstances can lead talented people to hesitate to apply for a role unless they meet 100% of the criteria. If this sounds familiar, we encourage you to apply, as we’d love to meet you.
Please see our Candidate Privacy Policy for more information on how Braze processes your personal information during the recruitment process and, if applicable based on your location, how you can exercise any privacy rights.