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Salary: USD 101,000 - 158,000 / annual
Braze is seeking a Principal Customer Success Manager to own some of the company's most significant enterprise customers in the Media and Entertainment vertical. As a senior individual contributor on the Enterprise Team, you will serve as a trusted subject matter expert within the Customer Success Department, providing strategic guidance to established, big-name brands to help them realize value from their Braze investment.
You will partner with Account Executives to drive client renewals, retention, and net retention targets. You'll be your customers' main point of contact and trusted advisor at Braze, building shared Success Plans that drive feature adoption and strategic guidance. Your responsibilities include analyzing use-cases, recommending market and vertical best practices to enhance client marketing programs, and advocating for customer needs by synthesizing product feedback for the development team.
You will coordinate across Braze teams—including Technical Support, Industry Solutions, and Deliverability Services—to ensure seamless customer support. You'll work with Onboarding Managers to transition clients from onboarding to ongoing activity and serve as a point of escalation for customer issues. Additionally, you will provide mentorship to junior colleagues, helping them improve processes and outcomes. You may take temporary assignments to help rescue at-risk accounts and capitalize on high-opportunity accounts through direct customer engagement. Travel, including international visits to customer sites, is expected.
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, renewing and growing 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: SaaS, Mobile, APIs, Marketing Automation, Direct Marketing, Analytics, or Programming (HTML, etc.)
- High level of intellectual curiosity and demonstrated ability to learn and apply industry knowledge
- Proven ability to work effectively as a team player
- West Coast location preferred but not required
