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Salary: USD 96,000 - 151,000 / annual
Braze is seeking a Principal Customer Success Manager to serve as a senior individual contributor owning some of the company's most significant enterprise customers in the media and entertainment vertical. You will act as a trusted subject matter expert within the Customer Success Department, providing mentorship to junior colleagues and temporarily assisting with at-risk or high-opportunity accounts. Working closely with established, big-name brands, you will help them realize value from their investment in Braze's customer engagement platform.
Key Responsibilities:
- Partner with Account Executives to ensure commercial alignment and drive client renewals, retention, and net retention targets
- Serve as the primary point of contact and trusted advisor for your customers at Braze
- Drive feature adoption by building shared Success Plans, providing strategic guidance, enablement, and day-to-day advice to help customers achieve their objectives
- Build strong customer relationships and create mutual value through customer advocacy initiatives
- Act as a strategic thought leader, analyzing use cases and recommending market and vertical best practices to enhance client marketing programs
- Advocate for customers by soliciting and synthesizing product feedback to contribute to product development
- Coordinate with Technical Support, Industry Solutions, and Deliverability Services teams to ensure seamless customer support
- Work with Onboarding Managers and Customer Success Partners to transition clients from onboarding to ongoing activity
- Serve as an escalation point for customer issues
- Provide mentorship to colleagues, helping improve processes, execution, and outcomes
- Assist junior colleagues by taking temporary assignments to rescue at-risk accounts and capitalize on high-opportunity accounts
- Travel onsite to customer locations, including international travel as needed
Requirements:
- 6+ years of experience managing complex international enterprise accounts (Fortune 100, FTSE, DAX, etc.) with ACV of $500K or more at a SaaS company
- Proven track record as a Success Manager with demonstrated ability to renew and grow customers
- Significant project management experience and/or formal certifications (PMP, Agile, etc.)
- Exemplary written and verbal communication skills with unparalleled follow-up abilities
- Strong technical domain knowledge of two or more of the following: SaaS, Mobile, APIs, Marketing Automation, Direct Marketing, Analytics, or Programming (HTML, etc.)
- High level of intellectual curiosity and demonstrated ability to see opportunity and growth in learning
- Proven ability to work effectively as a team player
- West Coast location preferred but not required
