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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.
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
We are seeking a highly analytical and detail-oriented CX Operations Insights Lead to support our Customer Success organization. The ideal candidate is passionate about data, excels at extracting actionable insights, and has a proven track record of driving informed decision-making through analytics. You should possess strong problem-solving skills and the ability to visualize data effectively to enhance customer engagement and retention strategies. A collaborative mindset and the ability to communicate findings clearly to stakeholders are essential for success in this role. In this senior-level position, you will lead strategic data initiatives that directly impact customer satisfaction and business performance.
Key Responsibilities:
- Conduct thorough analysis of customer success metrics, including churn rates, renewal rates, and customer satisfaction scores, to monitor overall performance and identify trends
- Develop and maintain reporting packages, dashboards, and analytical models to provide actionable insights regarding customer health, engagement, and retention for executive leadership
- Utilize advanced data modeling techniques to transform raw data into meaningful insights that inform customer success strategies and initiatives
- Collaborate with cross-functional teams, including Sales, Customer Experience, and Product, to ensure alignment on Customer Success initiatives and data needs
- Lead the design and implementation of Key Performance Indicator (KPI) reports and dashboards that track the effectiveness of customer success strategies and initiatives
- Streamline data processes and reporting mechanisms to enhance the efficiency of the Customer Success organization, enabling a more data-centric approach in daily operations
- Mentor junior analysts and provide guidance on best practices in data analysis and reporting within the Customer Success domain
- Drive regular business reviews with leadership, presenting key metrics and actionable insights that influence strategic planning and forecasting efforts
- Foster a culture of data literacy across the organization by collaborating with teams to improve their analytical capabilities and empower them to make data-driven decisions
WHO YOU ARE
- Excellent written and verbal communication skills
- 4+ years of proven experience in business intelligence, data analysis, or a quantitative field, preferably within a SaaS or Customer Success environment
- Demonstrated experience in leading data-driven projects that have significantly impacted customer retention and satisfaction
- Proficient in SQL, Microsoft Excel, and data visualization tools such as Looker or Tableau
- Bachelor’s Degree in finance, accounting, economics, data science, or a related field preferred
- Strong understanding of customer success metrics and KPIs that drive business outcomes, with the ability to translate complex data into actionable insights
- Detail-oriented with strong analytical and organizational skills
- Prior experience working in a SaaS business strongly preferred, with a deep understanding of customer engagement strategies and metrics
For candidates based in the United States, the pay range for this position at the start of employment is expected to be between $92,430 and $108,000/year with an expected On Target Earnings (OTE) between $102,700 and $120,000year (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.
WHAT WE OFFER
Details of these benefits plan will be provided if a candidate receives an offer of employment. Benefits may vary by location—find out more here.
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 EMPLOYER
At 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.
Top Skills
What the Team is Saying
What We Do
At Braze, we believe in the passion of our people. We seek to ignite that passion by setting high standards, championing teamwork, and creating work-life harmony.
We thrive when people add their unique perspectives to our ever-growing teams—and we strive to empower you to make an impact that fuels both you, and our business.
Why Work With Us
At Braze, we believe in the passion of our people. We seek to ignite that passion by setting high standards, championing teamwork, and creating work-life harmony.
We thrive when people add their unique perspectives to our ever-growing teams—and we strive to empower you to make an impact that fuels both you, and our business.
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Braze Offices
Hybrid Workspace
Employees engage in a combination of remote and on-site work.
