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Salary: USD 73,000 - 114,000 / annual
Braze is a leading customer engagement platform that empowers brands to deliver personalized, AI-driven customer experiences at scale. This Principal Customer Success Manager role is a senior individual contributor position focused on managing some of Braze's most significant enterprise customers in the media and entertainment vertical.
You will serve as the trusted strategic advisor and main point of contact for large, established brands (Fortune 100, FTSE, DAX companies with $500K+ ACV). Your responsibilities include:
- Partner with Account Executives to drive customer renewals, retention, and net retention targets
- Build and execute shared Success Plans with customers, providing strategic guidance and enablement to help them achieve their objectives with Braze
- Drive feature adoption by analyzing use cases and recommending vertical best practices to enhance client marketing programs
- Act as a strategic thought leader, advocating for customers and synthesizing product feedback to inform product development
- Coordinate with Technical Support, Industry Solutions, and Deliverability Services teams to ensure seamless customer support
- Serve as a point of escalation for customer issues and concerns
- Mentor junior colleagues, providing subject matter expertise and taking temporary assignments to help rescue at-risk accounts or capitalize on high-opportunity accounts
- Travel onsite to customer locations, including international travel
- Transition clients seamlessly from onboarding to ongoing success management
This is a senior individual contributor role with mentoring responsibilities but no direct management of a team. You will be expected to lead by example and help develop junior colleagues through guidance and direct customer engagement.
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 strong follow-up discipline
- 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 learn and apply new concepts
- Proven ability to work collaboratively as a team player
- West Coast location preferred but not required
