Customer Success at Brex

Customer Success is responsible for ensuring all of our customers meet their desired outcomes with Brex’s suite of financial services and software.

What you’ll do

As a Scaled Customer Success Manager, you will leverage technology and process to support our customers at scale. You will ensure their experience with Brex is seamless - this includes developing strategies to grow and retain their business, responding to their requests and proactively reaching out as needed to ensure they are getting all of their needs met with Brex.

As an early hire in this role, you’ll be innovative and agile in your approach - helping us build a world-class scaled Customer Success program. You’ll work with a combination of low-touch and high-touch customers, leveraging data, technology, and repeatable playbooks to drive business value for our customers. In short, you’ll think about Customer Success in a programmatic way.

At the end of each subscription term, customers should be able to articulate the ROI they’ve gotten from Brex based on your outreach and ideas.

Responsibilities

• Independently develop strategies to retain and grow Brex Customers.
• Use Customer Success and other marketing automation platforms to engage with customers at scale.
• Contribute to and test scaled playbooks and engagement strategies.
• Proactively identify and mitigate risk
• Monitor the account through cases, product usage dashboards, account health triggers and other ongoing, customized alerts.
• Always ensure customers have a sufficient credit limit.
• Reach out to the customer proactively for certain predefined criteria.
• Work closely with the Dedicated Support team to ensure customer issues are resolved in a timely fashion.
• Advocate for the voice of the customer internally at Brex, identifying customer trends and providing internal feedback on how Brex can better serve our customers.
• Has specific industry or product level knowledge related directly to the group of Brex customers you support.

Requirements

• At least 3 years experience in customer-facing or marketing roles
• Experience and comfort with interacting with a high volume of customers at different stages of the customer lifecycle
• Experience working at a SaaS or Fintech organization.
• You are passionate about working with customers to ensure they achieve their goals.
• You’re a creative self-starter who understands customers, their use cases, and how to be a trusted partner
• You see yourself as a relationship and business builder - and have a proven track record of doing this with external and internal parties at Brex or in other roles.
• You’re comfortable presenting new ideas and challenging the status quo
• Bachelors or undergraduate degree.

Preferred

• Experience leading live webinars and workshops
• Experience creating successful email outreach programs