Customer Success Manager I

Sales at Brex

The Sales team is the driving factor behind revenue for Brex and every member of our team directly affects our bottom line. We focus on generating new opportunities, acquiring new customers, and building even stronger relationships with our current customers. Our winning culture recognizes big team wins and celebrates individual accomplishments. We ensure that top performers are recognized and have built a competitive environment to motivate and unify the team.

The Customer Success team 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 Customer Success Manager I, you will play a crucial role in helping customers succeed and set the foundation for a long-term partnership with Brex. You’ll leverage technology and processes to support and consult 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.

This role will support a book of customers to ensure they achieve their business goals with Brex. You’ll work closely with our cross-functional teams at Brex (Client Sales, Operations, Product, and Implementation) to ensure your customers' experience is seamless. 

Where you’ll work

This role will be based in our San Francisco office. You must be willing to work in office at least 2 days per week on Wednesday and Thursday. Employees will be able to work remotely for up to 4 weeks per year.

We are a hybrid environment that combines the energy and connections of being in the office with the benefits and flexibility of working from home. As a perk, we also have up to four weeks per year of fully remote work!

Responsibilities

• Independently develop and execute strategies to retain and grow Brex Customers
• Maintain complete knowledge of your customers’ status and needs 
• Proactively analyze customer data and health scores to  identify and mitigate potential churn 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
• Advocate for the customer when needed across EPD teams
• Own product adoption, retention, and growth metrics for your named accounts

Requirements

• 2+ years experience in customer-facing, lifecycle roles 
• 1+ years of experience as a Customer Success Manager or Account Manager, managing a high volume of customer relationships
• Experience and comfort interacting with a high volume of customers at different stages of the customer lifecycle
• 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 in a fast-moving, high-growth environment
• Bachelor’s or undergraduate degree

Bonus Points

• Experience working in payments, credit card services, credit underwriting, or embedded finance
• Experience with SaaS metrics (e.g. NRR, GRR, product adoption, and retention)
• Experience using CRM and Customer Success platforms (e.g. Salesforce, Vitally or similar tools) to track customer interactions and account health

Compensation

The expected OTE range for this role is $99,440 USD - $124,300 USD. The starting wage will depend on a number of factors including the candidate’s location, skills, experience, market demands, and internal pay parity. The OTE figure listed here includes base salary and commissions, which may or may not be earned depending on performance.  Depending on the position offered, equity and other forms of compensation may be provided as part of a total compensation package.