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Salary: USD 88,000 - 124,800 / annual
Braze is seeking a Principal Customer Success Manager for Financial Services to serve as a senior individual contributor managing the company's most significant enterprise customers. You will act as a trusted subject matter expert within the Customer Success Department, providing strategic guidance and mentorship to junior colleagues while managing complex, high-value accounts.
Key Responsibilities:
- Partner with Account Executives to drive customer renewals, retention, and net retention targets
- Serve as the primary point of contact and trusted advisor for assigned enterprise customers
- Build and execute Success Plans with customers, providing strategic guidance and enablement to help them achieve objectives with Braze
- Drive feature adoption and customer advocacy by building strong relationships and creating mutual value
- Act as a strategic thought leader, analyzing use cases and recommending vertical best practices to enhance client marketing programs
- Synthesize customer product feedback and advocate for customers in product development discussions
- Coordinate with Technical Support, Industry Solutions, and Deliverability Services teams to ensure seamless customer support
- Mentor junior colleagues, helping them improve processes, execution, and outcomes
- Temporarily assist junior colleagues with at-risk or high-opportunity accounts through direct mentoring and customer engagement
- Travel onsite to customer locations, including international travel
- Serve as an escalation point for customer issues
About Braze:
Braze is the leading customer engagement platform empowering brands to deliver exceptional customer experiences. The platform combines composable intelligence and BrazeAI to enable marketers to activate AI agents, models, and features across all touchpoints for personalized, autonomous customer engagement. Braze has been recognized as a Leader in marketing technology, a 2025 Best Company to Work For by U.S. News & World Report, and a Fortune Best Workplace in Technology.
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.)
- High level of intellectual curiosity and commitment to continuous learning
- Demonstrated ability to work effectively as a team player
- West Coast location preferred but not required
