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Salary: USD 83,200 - 119,200 / 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 Team, where you will act as a trusted subject matter expert within the wider Customer Success Department and provide mentorship to junior colleagues on at-risk or high-opportunity accounts.
You will partner closely with established, big-name brands (Fortune 100 and similar) to help them realize value from their investment in Braze's customer engagement platform. Your responsibilities include:
• Serve as the primary point of contact and trusted advisor for your assigned enterprise customers, driving renewals, retention, and net retention targets in partnership with Account Executives
• Build and execute shared Success Plans with customers, providing strategic guidance, enablement, and day-to-day advice to help them achieve their 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 market and vertical best practices to enhance clients' marketing programs
• Advocate for customers by soliciting and synthesizing product feedback to contribute to product development roadmaps
• Coordinate with Technical Support, Industry Solutions, and Deliverability Services teams to ensure seamless customer support
• Work with Onboarding Managers to transition clients smoothly from onboarding to ongoing success activities
• Serve as an escalation point for customer issues
• Mentor junior colleagues and take temporary assignments to help rescue at-risk accounts or capitalize on high-opportunity opportunities
• Travel onsite to customer locations, including international travel 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, renewing and growing customers
• Significant project management experience and/or formal certifications (PMP, Agile, etc.)
• Exemplary written and verbal communication skills with exceptional follow-up discipline
• Strong technical domain knowledge in two or more of: SaaS, Mobile, APIs, Marketing Automation, Direct Marketing, Analytics, or Programming (HTML, etc.)
• Demonstrated ability to work effectively as a team player
• High intellectual curiosity and commitment to continuous learning
• West Coast location preferred but not required
