Senior Manager, Enterprise Customer Success

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.

What you’ll do

As a Senior Manager, Enterprise Customer Success, you will lead, develop, and scale a high-performing team of Customer Success Managers (CSMs) focused on enterprise customers. Your team will drive adoption, retention, and expansion by delivering a seamless, value-driven customer experience. You will play a key role in shaping customer strategy, scaling best practices, and ensuring your team achieves and exceeds business goals.

This is a hands-on leadership role: you’ll balance high-level strategy with day-to-day team coaching and operational excellence.

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 three coordinated days in the office per week, Monday, Wednesday and Thursday. As a perk, we also have up to four weeks per year of fully remote work!

Responsibilities

• Hire, mentor, and develop a world-class team of Enterprise CSMs, fostering a culture of accountability, innovation, and customer-centricity
  
  


• Own team-based metrics, including Net Revenue Retention (NRR), health/adoption, churn reduction, and customer engagement
  
  


• Define, iterate, and scale performance measurement frameworks to ensure consistent, high-impact customer engagement
  
  


• Partner with Sales, Marketing, Customer Experience, and Product teams to shape the customer journey, improve processes, and influence product direction
  
  


• Champion the Voice of the Customer (VoC) by surfacing insights to drive strategic initiatives and product improvements
  
  


• Develop playbooks, and associated processes to drive proactive customer success management
  
  


• Lead high-level strategic initiatives while remaining hands-on with the team and key enterprise accounts
  
  


• Attract, recruit, and retain top talent, fostering continuous learning and professional growth

Requirements

• 6+ years in customer success, account management, or related roles in SaaS or fintech, with at least 3+ years leading high-performing teams
  
  


• Proven experience managing teams with performance quotas tied to retention, expansion, and customer adoption metrics
  
  


• Strong technical acumen, capable of engaging in technical discussions and understanding systems architecture
  
  


• Experience with customer listening programs, Voice of the Customer methodologies, and driving customer-driven insights into product strategy
  
  


• Track record of building and nurturing relationships with enterprise customers and internal stakeholders
  
  


• Comfortable balancing strategic initiatives with tactical execution and team coaching
  
  


• Passionate about enabling customers to achieve their goals and transforming the way Customer Success engages enterprise clients

Compensation

The expected OTE budgeted for this role is $160,000 - $200,000 USD. The starting wage will depend on a number of factors including the candidate’s location, skills, experience, market demands, and internal pay parity. The OTE figure listed here includes base salary and commissions, which may or may not be earned depending on performance.  Depending on the position offered, equity and other forms of compensation may be provided as part of a total compensation package.