SlipstreamJobs tracks this role from the company's public career site. Apply directly on the employer's site.
Salary: USD 79,200 - 112,000 / 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 strategic guidance and mentorship to junior colleagues while managing complex, high-value accounts.
In this role, you will partner closely with Account Executives to drive client renewals, retention, and net retention targets. You'll serve as the primary point of contact and trusted advisor for your customers, helping them realize maximum value from their Braze investment. Key responsibilities include:
- Building and executing shared Success Plans with customers, providing strategic guidance, enablement, and day-to-day support to help them achieve their objectives
- Driving feature adoption and customer advocacy by building strong relationships and creating mutual value
- Acting as a strategic thought leader, analyzing use cases and recommending market and vertical best practices to enhance client marketing programs
- Advocating for customer needs by synthesizing product feedback and contributing to product development priorities
- Coordinating across Braze teams (Technical Support, Industry Solutions, Deliverability Services) to ensure seamless customer support
- Mentoring junior colleagues and taking temporary assignments to rescue at-risk accounts and capitalize on high-opportunity accounts
- Serving as an escalation point for customer issues
- Traveling onsite with customers, including international travel as needed
You are a proven customer success professional with an excellent track record of helping customers achieve great things and supporting colleague growth. You lead by example as a senior individual contributor and find satisfaction in both customer outcomes and team development.
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 unparalleled 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 new concepts
- Collaborative team-player mindset
- West Coast location preferred but not required
