Customer Success Manager • Senior

Who you are

You have a proven track record in customer success or implementation roles, ideally with experience in financial technology or SaaS environments. Your ability to empathize with customers and understand their needs is paramount, as you will be responsible for transforming new customers into power users of Brex Empower. You possess strong project management skills, allowing you to oversee the onboarding process effectively while ensuring a seamless transition for clients. Your technical expertise enables you to guide customers through the integration of Brex's solutions into their existing workflows, helping them shift from outdated processes to a modern, employee-first approach. You are a strategic advisor who builds trust with clients, driving solutions with tenacity and delivering results quickly. Your collaborative nature allows you to work cross-functionally with various teams to ensure that customer adoption is as smooth as possible.

Desirable

Experience in leading teams or managing consultants is a plus, as you will be a front-line manager responsible for guiding a team of Consultants. Familiarity with change management processes and a strong understanding of customer success metrics will help you excel in this role. You are comfortable navigating complex customer environments and can adapt your approach to meet diverse client needs.

What you'll do

In this role, you will lead the onboarding experience for new customers adopting Brex Empower, ensuring they receive the support and guidance needed to maximize their use of the platform. You will manage a team of Consultants, providing them with the resources and support necessary to succeed in their roles. Your responsibilities will include developing and implementing onboarding strategies, tracking customer progress, and identifying areas for improvement. You will work closely with clients to understand their unique challenges and tailor solutions that meet their specific needs. As a strategic advisor, you will build long-term relationships with customers, ensuring they feel supported throughout their journey with Brex. You will also collaborate with internal teams to enhance the onboarding process, leveraging feedback from customers to drive continuous improvement.

What we offer

Brex offers a dynamic work environment where you can push your limits and challenge the status quo. We are committed to building a diverse team and inclusive culture, providing you with the tools and resources needed to grow your career. You will have the opportunity to work with some of the brightest minds in the industry, contributing to a mission-driven company that empowers businesses to spend with confidence. We encourage you to apply even if your experience doesn't match every requirement, as we value diverse perspectives and backgrounds.