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Salary: USD 83,200 - 119,200 / annual
Braze is seeking a Principal Customer Success Manager for Financial Services to serve as a senior individual contributor owning some of the company's most significant enterprise customers. 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 the Braze 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 other Braze teams (Technical Support, Industry Solutions, Deliverability Services) to ensure seamless customer support
- Work with Onboarding Managers to transition clients from onboarding to ongoing activity
- Serve as an escalation point for customer issues
- Provide mentorship to colleagues, helping them improve processes, execution, and outcomes
- Take temporary assignments to rescue at-risk accounts and capitalize on high-opportunity accounts through direct customer engagement
- Travel internationally and spend time onsite with customers 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 exceptional follow-up abilities
- Strong technical domain knowledge in two or more of: SaaS, Mobile, APIs, Marketing Automation, Direct Marketing, Analytics, or Programming (HTML, etc.)
- Excellent track record in customer success or related role
- Demonstrated ability to work effectively with big-name brands with 1,000+ staff
- Team player mentality with high intellectual curiosity
- West Coast location preferred but not required
