Director, Support Engagement Lead

Job description

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 WE’RE LOOKING FOR

As a key member of our Customer Experience department, the Director of Support Engagement Lead will play a pivotal role in transforming our customer experience by delivering exceptional support services for Braze’s strategic and enterprise-level customers. This position will oversee a high-performing team of Support Engagement Leads, ensuring that we meet our global team’s KPIs, long-term and short-term goals, and sales targets. We are seeking a passionate leader who excels in problem-solving, team building, and operational excellence in a dynamic and fast-paced environment.

KEY 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.

WHAT YOU HAVE

Competencies:

• 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.

Experience:

• 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.

For candidates based in the United States, the pay range for this position at the start of employment is expected to be between $144,100- $160,100/year with an expected On Target Earnings (OTE) between $169,500 - $195,000/year (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

Braze benefits vary by location, and we encourage you to review our specific benefits offerings for each country here . More details on benefits plans will be provided if you receive an offer of employment.

From offering comprehensive benefits to fostering hybrid ways of working, we’ve got you covered so you can prioritize work-life harmony. Braze offers benefits such as:

• 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
• A curated in-office employee experience, designed to foster community, team connections, and innovation
• Opportunities to give back to your community, including an annual company-wide Volunteer Week and donation matching
• 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 the leading customer engagement platform that empowers brands to Be Absolutely Engaging.™ 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, Australia, and Singapore. In 2025, we were recognized as one of Built In’s Best Places to Work. In 2024, we were included in U.S. News & World Report’s Best Companies to Work For (Top 10%) and recognized in Great Place to Work’s Fortune Best Medium Workplaces, Fortune Best Workplaces in Technology, Fortune Best Workplaces for Parents, and Fortune Best Workplaces for Women.

Additionally, we were featured in Great Place to Work UK’s Best Workplaces, Best Workplaces in Europe, Best Workplaces for Development, Best Workplaces for Wellbeing, Best Workplaces for Women, and Best Workplaces in Technology.

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.