Principal CSM, Media and Entertainment

Braze•New York, NY

1d•$101,000 - $158,000•Hybrid

About The Position

As a Principal Customer Success Manager, you will be a senior individual contributor responsible for managing some of our most significant customers. You will act as a trusted Subject Matter Expert (SME) within the Customer Success Department, and will also be temporarily assigned to assist junior colleagues with at-risk or high opportunity accounts. As a member of the Enterprise Team, you will work closely with established, big-name brands to help them realize value from their investment in Braze.

Requirements

Proven customer success professional with an excellent track record
Satisfaction in helping customers achieve great things and colleagues grow
Excellent track record in customer success or a related role
Excited to work with big name brands with over 1,000 staff
Desire to lead by example as a senior individual contributor
Significant project management experience and/or formal certifications (PMP, Agile, etc)
Exemplary written and verbal communication skills coupled with unparalleled follow up skills
Clients have the impression that you listen and understand their problems
Known for being a “team player”
High level of intellectual curiosity
Strong technical domain knowledge of two or more of the following: SaaS, Mobile, APIs, Marketing Automation, Direct Marketing, Analytics or Programming (HTML etc)
6 years+ experience managing complex international enterprise accounts (Fortune 100, FTSE, DAX, etc. - ACV of $500K or more) across multiple senior client stakeholders at a SaaS company
Proven track record as a Success Manager, renewing and growing customers

Nice To Haves

West Coast location is preferred

Responsibilities

Partner with Account Executives to ensure commercial alignment & drive client renewals, retention & net retention targets for your customers
Be your customers’ main point of contact and trusted advisor at Braze
Drive feature adoption by building a shared Success Plan with your customers, providing strategic guidance, enablement, and day-to-day advice to help them hit their objectives with Braze
Drive customer advocacy by building strong customer relationships and creating mutual value for your customers and Braze
Be a strategic thought leader for your customers, analyzing use-cases and recommending market/vertical best practices to enhance client marketing programs
Advocate for your customers, soliciting and synthesizing customer product feedback to contribute to product development
Coordinate with other Braze teams including Technical Support, Industry Solutions, and Deliverability Services to ensure your customers receive the support they need simply and seamlessly
Work with Onboarding Managers and other Customer Success Partners to seamlessly transition clients from onboarding to ongoing activity
Act as a point of escalation for customers
Provide mentorship to colleagues, acting as a subject matter expert you will take the initiative to help them improve processes, execution, and outcomes
Assist junior colleagues by taking temporary assignments to help them rescue at-risk accounts and capitalise on high opportunity accounts through mentoring and engaging directly with the customer
Likely spend time onsite with customers and may travel internationally
Handle other reasonable responsibilities commensurate with the role as requested by your line manager

Benefits

Competitive compensation that may include equity
Equity grants of restricted stock (RSUs)
Retirement and Employee Stock Purchase Plans
Flexible paid time off
Comprehensive benefit plans covering medical, dental, vision, life, and disability
Family services that include fertility benefits and equal paid parental leave
Professional development supported by formal career pathing, learning platforms, and a yearly learning stipend
A curated in-office employee experience, designed to foster community, team connections, and innovation
Opportunities to give back to your community, including an annual company-wide Volunteer Week and donation matching
Employee Resource Groups that provide supportive communities within Braze
Collaborative, transparent, and fun culture recognized as a Great Place to Work®