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Salary: USD 88,000 - 124,800 / annual
Braze is seeking a Principal Customer Success Manager to own some of the company's most significant enterprise customers in the Media & Entertainment vertical. This is a senior individual contributor role on the Enterprise Customer Success team, where you will act as a trusted subject matter expert and mentor to junior colleagues while managing complex, high-value accounts.
You will serve as the primary point of contact and strategic advisor for established, big-name brands, helping them realize maximum value from their Braze investment. Key responsibilities include:
• Partner with Account Executives to drive renewals, retention, and net retention targets for your customer portfolio
• Build and execute shared Success Plans with customers, providing strategic guidance, enablement, and day-to-day support 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 vertical best practices to enhance client marketing programs
• Advocate for customer needs by synthesizing product feedback and contributing to product development priorities
• Coordinate seamlessly with Technical Support, Industry Solutions, Deliverability Services, and Onboarding teams to ensure customers receive integrated support
• Serve as an escalation point for customer issues
• Mentor junior colleagues, helping them improve processes, execution, and outcomes; take temporary assignments to rescue at-risk accounts and capitalize on high-opportunity accounts
• Travel onsite to customer locations, 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 deep satisfaction in customer success outcomes.
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 intellectual curiosity and demonstrated ability to learn and apply new concepts
• Collaborative team player mentality
• West Coast location preferred (but not required)
