Principal Customer Success Manager, Financial Services

Braze•San Francisco, CA

19d•Hybrid

About The Position

As a senior individual contributor on Braze’s Enterprise Team, the Principal Customer Success Manager owns some of the company’s most significant customers and helps established brands realize value from their investment in Braze. The role serves as a trusted subject-matter expert within Customer Success and may be temporarily assigned to support junior colleagues with at-risk or high-opportunity accounts. It works closely with customers and internal teams to support adoption, renewals, retention, and growth, and may involve onsite customer visits and international travel.

Requirements

At least 6 years of experience managing complex international enterprise accounts at a SaaS company, across multiple senior client stakeholders; examples include Fortune 100, FTSE, or DAX accounts with ACV of $500,000 or more.
Excellent track record in customer success or a related role, including renewing and growing customers.
Significant project management experience and/or formal certifications such as PMP or Agile.
Exemplary written and verbal communication skills and strong follow-up skills.
Strong ability to listen to clients and understand their problems.
Team-player approach.
High intellectual curiosity and interest in learning about the role and its impact.
Strong technical domain knowledge in at least two of the following: SaaS, Mobile, APIs, Marketing Automation, Direct Marketing, Analytics, or Programming (HTML, etc.).
Ability and interest to lead by example as a senior individual contributor and help colleagues grow.

Nice To Haves

West Coast location is preferred, but not required.

Responsibilities

Partner with Account Executives to align commercially and drive renewals, retention, and net retention targets for assigned customers.
Serve as customers’ main point of contact and trusted advisor at Braze.
Develop 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 mutual value to drive customer advocacy.
Analyze customer use cases and recommend market and vertical best practices to improve marketing programs.
Collect 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.
Coordinate with Onboarding Managers and 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 or high-opportunity accounts through mentoring and direct customer engagement.
Spend time onsite with customers and travel internationally as needed.
Handle other reasonable responsibilities commensurate with the role as assigned by the line manager.

Benefits

Competitive compensation that may include equity.
Retirement and Employee Stock Purchase Plans.
Flexible paid time off.
Comprehensive medical, dental, vision, life, and disability benefit plans.
Family services, including 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 designed to foster community, team connections, and innovation.
Opportunities to give back, including an annual company-wide Volunteer Week and donation matching.
Employee Resource Groups that provide supportive communities.
Collaborative, transparent, and fun culture.