Director, Support Engagement Lead

Summary

Join Braze as the Director of Support Engagement Lead and transform our customer experience by delivering exceptional support services for strategic and enterprise-level customers. Oversee a high-performing team, ensuring we meet KPIs, goals, and sales targets. Develop and implement regional and global forecasts and strategies. Manage regional financial performance, including budget planning and cost management. Foster key relationships internally and externally. Communicate effectively with stakeholders, navigating complex business challenges and making high-stakes decisions. Support and deliver the SEL sales motion, from deal qualification to successful deal closure. Oversee resource management, including hiring and talent development. Ensure compliance with regulatory standards and Braze policies. Create new SKUs and bundled package offerings to catalyze growth and improve renewal/expansion rates. This role requires strong leadership, communication, and financial management skills, along with extensive experience in technical support or customer success.

Requirements

• Strategic Planning and Execution: Ability to create, execute, and oversee long-term strategies that align with department and company objectives
• Executive Communication: Proficient in communicating with senior leadership and key stakeholders across the business
• Leadership & People Development: Experience recruiting, motivating, and developing a high-performing team of Support Engagement Leads; excels in coaching and mentoring
• Customer Success Mindset: Ensure the SEL team provides exceptional servicing and account management that drives high-value creation for our customer base
• Collaboration and Influence: Work closely with cross-functional teams, including Sales, Customer Success, Product & Engineering, to drive successful outcomes for customers and SEL
• Operational Excellence: Optimize team workflows and processes for efficiency and effectiveness, implementing metrics and KPIs to measure team performance and customer success outcomes
• Financial Management: Ability to manage budgets, deliver against forecasts, and identify efficiency and cost optimization opportunities
• Resource Management: Effectively allocate resources based on business needs and manage workload across the team to optimize productivity
• 8+ years of experience in technical support, customer success, or a related field, with at least 3 years in a leadership or people management role
• Proven ability to recruit, retain, inspire, and develop top talent who view SEL as a land and expand career destination
• Strong technical acumen and the ability to translate complex technical concepts into actionable strategies
• Excellent communication and interpersonal skills, with a proven track record of building strong relationships with key stakeholders at a senior level and managing customer escalations
• In-depth understanding of customer engagement platforms, digital marketing strategies, and the broader SaaS ecosystem
• A background in technology or business through either a technical degree (e.g., in Computer Science, Business, Engineering, or a related field) or substantial career experience in technical roles

Responsibilities

• Develop and implement regional and global forecasts and strategies aligned with broader department and company objectives
• Manage regional financial performance, including budget planning, cost management, and execution of renewal strategies
• Foster key relationships both internally and externally, driving strategic partnerships and ensuring high customer satisfaction
• Communicate effectively with all stakeholders, representing Braze and the Support Engagement Lead’s interests in complex customer escalations
• Navigate complex business challenges, making high-stakes decisions based on foresight and data
• Support and deliver the SEL sales motion and positioning, from deal qualification to collaborative services pitching, through successful deal closure, renewals, and expansions
• Oversee resource management for your region, including strategic hiring, talent development strategies, and effective resource allocation
• Ensure compliance with regulatory standards and Braze policies
• Create new SKUs, line items, and bundled package offerings that catalyze growth, improve renewal/expansion rates, reduce churn, and increase contribution margin

Benefits

• 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 a yearly learning stipend