Manager, Customer Success

5 days ago

Vancouver, British Columbia, Canada Brex Inc. Full time
Brex is the AI-powered spend platform. We help companies spend with confidence with integrated corporate cards, banking, and global payments, plus intuitive software for travel and expenses. Tens of thousands of companies from startups to enterprises — including DoorDash, Flexport, and Compass — use Brex to proactively control spend, reduce costs, and increase efficiency on a global scale.

Working at Brex allows you to push your limits, challenge the status quo, and collaborate with some of the brightest minds in the industry. We're committed to building a diverse team and inclusive culture and believe your potential should only be limited by how big you can dream. We make this a reality by empowering you with the tools, resources, and support you need to grow your career.

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 Manager of Customer Success at Brex you will play a pivotal role in leading, developing and scaling a world-class CSM team. Your team will drive customer adoption, retention, and expansion by delivering a seamless and value-driven customer experience. You will be responsible for coaching, performance management, and operational excellence, ensuring your team meets and exceeds business goals.

Where you'll work

This role will be based in our Vancouver office. 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. We currently require a minimum of two coordinated days in the office per week, Wednesday and Thursday.

Responsibilities

- Hire, mentor, and develop a high-performing team of Customer Success Managers, creating a culture of accountability, innovation, and customer-centricity
- Own and be measured on team-based metrics, including Net Revenue Retention (NRR), churn reduction, customer engagement and revenue expansion
- Define, iterate and scale performance measurement frameworks to ensure your team delivers consistent, high-impact customer engagement
- Partner with all customer-facing teams (Marketing, CX, Sales, and Product) to shape the customer journey, improve customer processes, and influence product direction
- Champion the Voice of the Customer (VoC) by proactively surfacing customer insights to influence product development and drive strategic initiatives
- Attract, recruit, develop, and retain the best CSMs in the world, fostering an environment of continuous learning and growth

Requirements

- Passionate about working with customers to ensure they achieve their goals
- 5+ years in customer success/account management roles and at least 2+ years leading high-performing teams in SaaS or fintech environments
- Proven experience managing a team with a performance quota attached, including retention, expansion, and customer adoption metrics
- Familiar with customer listening or Voice of the Customer programs and methodologies
- Experience developing customer health scorecards and associated playbooks
- Strong technical acumen with an understanding of how the systems you have overseen work, enabling you to hold your own in technical conversations with other stakeholders
- See yourself as a relationship and business builder - and have a proven track record of doing this with external and internal parties
- You are dynamic - no two days at Brex are the same and you're comfortable leading high-level strategic initiatives one day and rolling your sleeves up and getting into the weeds with the team on another
- Ready to inspire Customer Success at Brex to be revolutionary in changing the way we engage with our customers

Compensation

The expected salary range for this role is $128,000 CAD - $160,000 CAD. However, the starting base pay will depend on a number of factors including the candidate's location, skills, experience, market demands, and internal pay parity. Depending on the position offered, equity and other forms of compensation may be provided as part of a total compensation package.

Please be aware, job-seekers may be at risk of targeting by malicious actors looking for personal data. Brex recruiters will only reach out via LinkedIn or email with abrex.com domain. Any outreach claiming to be from Brex via other sources should be ignored.

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