Why join us
Brex is reimagining financial systems so every growing company can realize their full potential. As the financial OS, we’re building software and services in one place—disrupting long-entrenched institutions with products and experiences that better serve the ambitions of our customers.

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.

Customer Success at Brex
The Customer Success Team (CS) team at Brex supports all of our customers to be successful with Brex’s suite of financial services and software.  In communication with our customers daily, we have the opportunity to provide insights and feedback, as well as identify process improvements to our partner teams—sales, products, operations, and engineering. We prioritize customer retention, which we accomplish by keeping high standards for how we serve our customers, making sure we inspire customer love and that every customer achieves their desired outcome with Brex.

What you’ll do
As Manager, Scaled Customer Success you will help build out and lead our one-to-many, scaled Customer Success programs at Brex. Your team will be responsible for ensuring all of Brex’s customers receive consistent, excellent, uninterrupted service from Brex’s suite of Financial OS products.

Responsibilities

• Directly mentor, support and oversee a team of Scaled Customer Success Managers
• Own and be measured on team-based metrics
• Build out the foundational tooling required to scale the team and ensure they are set up for success
• Develop, test, and iterate on scaled playbooks and engagement strategies
• Partner with all customer-facing teams (Marketing, CX, Sales and RM) to ensure the customer journey on Brex is seamless
• Working closely with Engineering Product and Design teams to ensure customer issues are brought to the forefront and Brex builds the best possible product for our customers
• Define and iterate on performance measurement systems for the CSM team
• Help attract, recruit and develop the best CSMs in the world

Requirements

• Passionate about working with customers to ensure they achieve their goals
• At least 5 years in customer-facing roles and at least 2 years managing others
• Experienced in managing a team with a performance quota attached
• Oversee the setup or maintenance of technical systems that allow your team to scale. e.g. customer success automation, marketing automation platforms or similar
• Experience building scaled customer playbooks and other strategies
• Familiar with customer listening or Voice of the Customer programs and methodologies
• Experience developing customer health scorecards
• Strong technical roots – you understand how the systems you have overseen work and are able 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