Jennifer Cheng

Team Lead, Customer Success, East at Braze (We're Hiring)

New York, NY

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About

Experienced Customer Success Leader with a demonstrated history of servicing in the SaaS industry managing enterprise and mobile-first clients across a spectrum of industries. Strong domain knowledge of Email Deliverability, Mobile Marketing, Marketing Automation, Strategic Consulting, and Software as a Service (SaaS). I empower brands to humanize connections with customers, resulting in better and meaningful experiences, and increasing retention, engagement, and ROI.

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Catalyst
Braze
Email Marketing Software
Email Marketing Services Providers
Gainsight
Work experience
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Feb 2020 - Present

Braze

Team Lead, Customer Success, East

• Lead a team of six CSMs through enablement, coaching, and development via weekly 1:1s, performance assessments, and trainings to identify areas of growth and knowledge gaps critical to role • Oversee $17.4M in ACV with a focus on quarterly renewal targets and Product Adoption OKRs. Achieved 95.1% GRR and 144.3% NRR in Q4 2020 for the business through my team's performance

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Feb 2019 - Jan 2020

Braze

Senior Customer Success Manager

• Managed our Customer Success Interns to drive their projects end-to-end producing multiple deliverables impacting the org and our clients. Significant projects include: API docs update, customer journey playbooks, use cases by business models, sales/success training templates, and more • Created Braze champions at one of my clients, through strong client relationship management and focused execution, that resulted in closing $1.9M of net new ACV at their next company • Mentored Customer Success Managers directly through assessment of their performance to identify areas of growth and any knowledge gap critical to the success of their role and ensuring customer satisfaction. Duties include onboarding new hires, weekly 1:1s, continued enablement of escalation processes, executive presentation building, strategic consultation, relationship-management and more

Jul 2017 - Jan 2019

Braze (formerly Appboy)

Customer Success Manager

• Grow and own current book of business by driving value, solving technical challenges (APIs, SDKs), ensuring product adoption, and creating solutions for business needs and outcomes • Analyze clients' digital marketing program, user journeys, and engagement strategy to provide recommendations impacting 115M+ monthly active user in order to optimize for key success metrics such as retention, revenue, engagement, NPS score, and more • Lead trainings, workshops, regular check-ins, Executive Business Reviews, strategy sessions, and feature enablements for enterprise (including a Fortune 50 company) and digital-first brands • Solicit and synthesize customer product feedback towards product development, and taking an active role in prioritizing the company's roadmap • Maintain a deep understanding of the customers' mobile marketing strategy, challenges, as well as their technical ecosystem in order to provide partnership strategy Braze is a customer engagement platform that delivers messaging experiences across push, email, apps, and more. Braze is built specifically for today’s mobile-first world and tomorrow’s ambient computing future. We're set apart as the platform that allows for real-time and continuous data streaming, replacing decades-old databases that aren’t built for today’s on-demand, always-connected customer. Most recently, we’ve received the Digiday Signal Award for Best CRM, in addition to being named a “Top 10 Upstart” by Business Insider, a Cloud100 Rising Star in Forbes, and #21 in the Deloitte Technology Fast 500 List.

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Feb 2016 - Jul 2017

Return Path

Technical Account Manager

Supported strategic clients across multiple industries, such as e-commerce, education, travel, entertainment, etc. with an annual book of business in excess of $3.2M Troubleshooted clients' issues relating to their email program by leveraging client data, knowledge of their business model, and external data sources to determine root causes Conducted recurring client meetings to analyze campaign results; in addition, consult on recommendations to optimize key performance metrics Published blog posts educating audience on email best practices and industry news, resulting in an increase in website traffic Maintained on-going relationships with clients to ensure value is consistently being provided and to identity new business opportunities for additional Return Path products or services

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Sep 2014 - Jan 2016

Return Path

Account Coordinator

Collaborated closely with a team of Technical Account Mangers to provide a world class client experience. Delivered trainings of the Return Path software and its key features and functionality to clients. Composed weekly and monthly reports detailing key performance metrics, utilizing various data sources and visual graphs to better help the client see the bigger picture. Launched internal briefs on advanced technical concepts relating to the email ecosystem that was shared among the team.

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Jun 2013 - Aug 2014

ERPLY

Support Specialist

Expand internal knowledge base and online support page by creating tutorial guides and videos to document common customer problems with explanations to solve them. Manage the queue of Zendesk so tickets are being turned over at a reasonable time, resulting in a decrease by 8 hours in average response time. Onboard and train clients on our SaaS products on how they can optimize their businesses. Consult clients on best practices, strategies, as well as creative workarounds to implement to increase efficiency and accuracy of data. Work collaboratively with support team members to devise policies to set standards in a start-up environment. Analyze Zendesk tickets to gather relevant data to create weekly reports to present to technical team, highlighting areas where we can improve. Beta test software and mobile device applications for bugs and inconsistencies; provide recommendations to developers to enhance overall user performance and experience

Education

2011 - 2013

State University of New York at Binghamton

Bachelor of Arts (B.A.), Economics

2009 - 2010

Brandeis University

Bachelor of Arts (B.A.), Economics

MCSM

MCSM

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