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Salary: USD 79,200 - 112,000 / 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. This is a senior individual contributor role on the Enterprise Team, where you will act as a trusted subject matter expert within the Customer Success Department and provide mentorship to junior colleagues on at-risk or high-opportunity accounts.
You will serve as the main point of contact and trusted advisor for established, big-name brands, helping them realize value from their Braze investment. Your responsibilities include:
- Partner with Account Executives to ensure commercial alignment and drive client renewals, retention, and net retention targets
- Build and execute shared Success Plans with customers, providing strategic guidance, enablement, and day-to-day advice to help them achieve their objectives
- 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 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 Technical Support, Industry Solutions, and Deliverability Services teams to ensure seamless customer support
- Work with Onboarding Managers to transition clients from onboarding to ongoing activity
- Serve as a point of escalation for customer issues
- Mentor colleagues and take temporary assignments to help rescue at-risk accounts and capitalize on high-opportunity accounts
- Travel onsite to customer locations, including international travel
Braze is a leading customer engagement platform that empowers brands to deliver personalized, AI-powered customer experiences across channels. The company has been recognized as a Leader in marketing technology and was named a 2025 Fortune Best Workplace in Technology by Great Place to Work.
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 abilities
- 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 grow
- Team player mentality with collaborative approach
- West Coast location preferred but not required
