Mid-Market Customer Success Manager

Title: Mid-Market Customer Success Manager Location: Vancouver, British Columbia, Canada

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 Mid-Market Customer Success Manager II, you will own a book of business comprised of our growing customer base, working day to day with Finance teams from CFOs to Accounting Managers to ensure they unlock the full value of Brex’s solutions. You will develop a deep proficiency in all aspects of Brex products and work cross-functionally with internal teams, including Implementation, Solutions, and Product. You’ll create and execute account strategies for customers’ business goals by leveraging product usage insights, stakeholder engagement, and cross-functional collaboration to drive product adoption, minimize churn, and grow account value.

Where you'll work

This role will be based in our San Francisco 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, Wednesday and Thursday. We currently require three days per week in office - Monday, Wednesday and Thursday. As a perk, we also have up to four weeks per year of fully remote work!

Responsibilities

• Develop a deep expertise in Brex products to actively show customers how to become "power users" of the platform.
• Proactively manage an assigned book of accounts to drive customer adoption, value realization, and account growth.
• Act as a trusted advisor to finance stakeholders by providing guidance on best practices across spend management, credit policy, reconciliation workflows, and financial reporting automation.
• Build multi-threaded relationships across functional areas (Finance, Procurement, AP, IT, and Security) to increase platform stickiness and customer engagement.
• Lead business reviews and financial health checks that drive executive alignment and showcase ROI.
• Proactively identify and mitigate churn risks through data analysis, usage insights, and issue resolution.
• Partner cross-functionally with Sales, Product, Credit, Risk, and Operations teams to deliver a seamless customer experience and advocate for product improvements.
• Consistently meet or exceed quarterly key performance metrics, including customer engagement and GMV targets.

Requirements

• 4+ years of experience in customer-facing roles managing a book of business, owning account health, executive relationships, and expansion strategy at a high-growth start-up.
• Deep fluency in the language of modern finance, demonstrated through hands-on experience with the ecosystem of financial technology - including ERPs, spend management platforms, or AP automation tools. Backgrounds in corporate accounting or financial systems are a significant asset.
• Experience and comfort with interacting with a high volume of customers at different stages of the customer lifecycle
• You are passionate about customer value realization through product adoption
• Strong business acumen with a finance-first mindset and comfortable speaking the language of CFOs, Controllers, and FP&A teams.
• Ability to synthesize product usage data and identify key insights and trends
• Demonstrated success in cross-functional collaboration and influencing internal roadmaps based on customer needs.
• Bachelor's degree required; finance, business, or related fields preferred.

Bonus Points

• You think in systems, not silos, and understand the bigger picture of customer value.
• You are energized by developing relationships across a wide range of levels and roles
• You have worked with an account team in managing a shared book of business
• Professional bilingual fluency in English and Spanish

Compensation

The expected OTE range for this role is $117,000 to $147,000. 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.

Brex LLC is a wholly owned subsidiary of Capital One, N.A.