Principal Customer Success Manager, Financial Services

Braze•Austin, TX

16h•Hybrid

About The Position

The Principal Customer Success Manager is a senior individual contributor on Braze’s Enterprise Team, responsible for owning some of the company’s most significant customer relationships and helping enterprise brands realize value from their investment in Braze. The role serves as a trusted subject matter expert across Customer Success and may be temporarily assigned to support junior colleagues with at-risk or high-opportunity accounts. It involves close partnership with Account Executives and other Braze teams, customer advocacy, strategic guidance, and mentorship. The role may involve onsite customer visits and international travel. Other reasonable responsibilities commensurate with the role may be assigned by the line manager.

Requirements

Excellent track record in customer success or a related role.
At least 6 years of experience managing complex international enterprise accounts at a SaaS company, including accounts with ACV of $500,000 or more and multiple senior client stakeholders.
Proven track record as a Success Manager renewing and growing customers.
Significant project management experience and/or formal certifications such as PMP or Agile.
Exemplary written and verbal communication and follow-up skills.
Strong listening skills and ability to understand clients’ problems.
Team-oriented approach and high intellectual curiosity.
Strong technical domain knowledge in at least two of the following: SaaS, mobile, APIs, marketing automation, direct marketing, analytics, or programming such as HTML.
Ability and interest to work with large-name brands with more than 1,000 staff and to lead by example as a senior individual contributor.

Nice To Haves

West Coast location is preferred but not required.

Responsibilities

Partner with Account Executives to ensure commercial alignment and drive renewals, retention, and net retention targets.
Serve as the customer’s main point of contact and trusted advisor at Braze.
Build shared Success Plans and provide strategic guidance, enablement, and day-to-day advice to support customer objectives and feature adoption.
Build strong customer relationships and create mutual value to drive customer advocacy.
Analyze customer use cases and recommend market and vertical best practices to improve marketing programs.
Gather and synthesize customer product feedback to inform product development.
Coordinate with Technical Support, Industry Solutions, Deliverability Services, and other Braze teams to ensure customers receive appropriate support.
Work with Onboarding Managers and other Customer Success Partners to transition clients from onboarding to ongoing activity.
Act as a point of escalation for customers.
Mentor colleagues and help improve processes, execution, and outcomes as a subject matter expert.
Take temporary assignments supporting junior colleagues’ at-risk and high-opportunity accounts, including mentoring and engaging directly with customers.
Spend time onsite with customers and travel internationally as needed.

Benefits

Competitive compensation that may include equity.
Retirement and Employee Stock Purchase Plans.
Flexible paid time off.
Medical, dental, vision, life, and disability benefit plans.
Fertility benefits and equal paid parental leave.
Professional development through formal career pathing, learning platforms, and a yearly learning stipend.
Curated in-office employee experience.
Opportunities to give back through an annual company-wide Volunteer Week and donation matching.
Employee Resource Groups.
Collaborative, transparent, and fun culture.