Associate Director, Ai Success

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**

The Associate Director, AI Success is a senior individual contributor role on our AI Expert Services team. You will be responsible for ensuring OfferFit by Braze customers achieve measurable business outcomes with the product. This includes directly managing executive relationships, shaping and executing use cases, and driving renewals and expansions. You will operate hands-on with customers, quarterback internal resources, and serve as the voice of the customer to Product and Marketing.

**Responsibilities**:

- Act as the overall commercial owner for the end-to-end customer lifecycle, from day one of the contract through deployment, ongoing delivery, renewal, and "churnarounds"
- Teach customers key AI and marketing experiment concepts related to OfferFit (e.g., what is AI decisioning / reinforcement learning and why is it the right approach for lifecycle marketing, experiment methodology best practices, measurement, attribution)
- Build business cases and ROI forecasts based on data extracted from OfferFit and assumptions
- Performing ad-hoc data analysis (e.g., SQL + Excel crunching) to create performance/insights views as part of data driven stories
- Manage executive-level relationships with customer stakeholders, acting as a trusted strategic partner.
- Lead workshops, SteerCos, and strategic sessions to align on objectives, success criteria, and ROI
- Develop compelling presentations and narratives to communicate insights and value to executives.
- Troubleshoot account challenges by diagnosing root causes and executing recovery plans for at-risk accounts.
- Design, execute, and optimize OfferFit by Braze use cases; identify and scope future opportunities.
- Partner with Sales to develop expansion opportunities.
- Collaborate with Product and Marketing teams by clearly articulating customer needs, validating product hypotheses, and contributing customer stories and case studies.
- Maintain high-quality account documentation, health tracking, and planning artifacts for your portfolio.

**WHO YOU ARE**
- **Commercially accountable operator** — Proven ability to deliver on retention and expansion targets, manage risk proactively, and tie activities to financial outcomes.
- **Analytical mind** — Skilled at drawing insights from raw data, running analyses, and presenting clear, data-driven recommendations.
- **AI teacher** — Capable of credibly explaining AI, experimentation, and measurement in a way that is consumable by technical and less-technical audiences
- **Hands-on and customer-focused** — Comfortable engaging directly with executives, facilitating workshops, and leading SteerCos.
- **Executive-ready communicator** — Exceptional written and verbal communication skills; adept at synthesizing complexity into sharp narratives.
- **Cross-functional collaborator** — Able to align Sales, Delivery, Product, and Marketing around account plans and customer outcomes.
- **Structured and disciplined** — Organized in managing dashboards, documentation, and account strategies; escalates crisply when needed.
- **Growth-oriented** — Interested in expanding scope over time, with potential to step into people management based on performance and business needs.

Background
- MBA, or other higher degree (masters or PhD) in relevant business, finance, or analytical field
- At least 4-5 years of management consulting experience
- Work experience in data science, computer science, math/analytics is a ++

**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
- Retirem