Principal CSM, Media and Entertainment

Braze•San Francisco, CA

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 Braze's 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 collaborate with established, big-name brands to help them maximize the value they receive 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 of 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 and drive client renewals, retention, and net retention targets.
Serve as the primary point of contact and trusted advisor for your customers at Braze.
Drive feature adoption by developing shared Success Plans, providing strategic guidance, enablement, and day-to-day advice to help customers achieve their objectives.
Foster customer advocacy by building strong relationships and creating mutual value.
Act as a strategic thought leader for customers, analyzing use-cases and recommending market/vertical best practices.
Advocate for customers by soliciting and synthesizing product feedback to contribute to product development.
Coordinate with other Braze teams (Technical Support, Industry Solutions, Deliverability Services) to ensure seamless customer support.
Work with Onboarding Managers and other Customer Success Partners to ensure smooth client transitions from onboarding to ongoing engagement.
Act as a point of escalation for customer issues.
Provide mentorship to colleagues, acting as a subject matter expert to help improve processes, execution, and outcomes.
Assist junior colleagues by taking temporary assignments to help rescue at-risk accounts and capitalize on high-opportunity accounts through mentoring and direct engagement.
Spend time onsite with customers and may travel internationally.
Handle other reasonable responsibilities as assigned 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®