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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 and Entertainment vertical. As a senior individual contributor on the Enterprise Team, you will serve as a trusted subject matter expert within the Customer Success Department, providing strategic guidance to large-name brands and temporarily assisting junior colleagues with at-risk or high-opportunity accounts.
You will partner closely with Account Executives to drive client renewals, retention, and net retention targets. Your responsibilities include:
• Serve as the primary point of contact and trusted advisor for your customers, building strong relationships and creating mutual value
• Drive feature adoption by developing shared Success Plans, providing strategic guidance, enablement, and day-to-day advice to help customers achieve their objectives
• Analyze use cases and recommend market and vertical best practices to enhance client marketing programs
• Advocate for customer needs by soliciting and synthesizing product feedback to contribute to product development
• Coordinate with Braze teams including Technical Support, Industry Solutions, and Deliverability Services to ensure seamless customer support
• Work with Onboarding Managers to transition clients smoothly from onboarding to ongoing activity
• Act as a point of escalation for customer issues
• Provide mentorship to colleagues, helping them improve processes, execution, and outcomes
• Assist junior colleagues by taking temporary assignments to rescue at-risk accounts and capitalize on high-opportunity accounts
• Travel onsite to customer locations, including international travel as needed
You will be part of a genuinely approachable, exceptionally kind, and intensely passionate team at a rapidly growing, globally scaled company. Braze is the leading customer engagement platform, recognized as a Leader in marketing technology and named a 2025 Best Companies To Work For by U.S. News and World Report.
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 the following: SaaS, Mobile, APIs, Marketing Automation, Direct Marketing, Analytics, or Programming (HTML, etc.)
• High level of intellectual curiosity and demonstrated ability to learn and grow
• Excellent team player with ability to work collaboratively across departments
• West Coast location preferred but not required
