Principal Customer Success Manager, Financial Services
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 accounts. The role serves as a trusted subject matter expert within Customer Success and helps established, large brands realize value from their investment in Braze. In addition to managing direct accounts, the Principal Customer Success Manager may be temporarily assigned to support junior colleagues with at-risk or high-opportunity accounts. The position partners with customers and internal teams to drive adoption, customer outcomes, advocacy, retention, renewals, and growth. It includes providing strategic guidance and enablement, acting as an escalation point, and mentoring colleagues. The role may involve onsite customer visits and international travel. Other reasonable responsibilities commensurate with the role may also be assigned by the line manager.
Requirements
- Proven customer success professional with an excellent track record in customer success or a related role.
- Experience working with large-name brands with more than 1,000 staff.
- Significant project management experience and/or formal certifications such as PMP or Agile.
- Excellent written and verbal communication skills and strong follow-up skills.
- Strong teamwork skills.
- High intellectual curiosity and interest in learning how the work impacts others.
- Strong technical domain knowledge in two or more of the following: SaaS, Mobile, APIs, Marketing Automation, Direct Marketing, Analytics, or Programming (HTML, etc.).
- At least 6 years of experience managing complex international enterprise accounts (such as Fortune 100, FTSE, or DAX accounts with 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 preferred, but not required.
Responsibilities
- Partner with Account Executives to ensure commercial alignment and drive customer renewals, retention, and net retention targets.
- Serve as customers’ main point of contact and trusted advisor at Braze.
- Build shared Success Plans and provide strategic guidance, enablement, and day-to-day advice to drive feature adoption and help customers achieve their objectives.
- Build strong customer relationships and create mutual value to drive customer advocacy.
- Analyze customer use cases and recommend market and vertical best practices to enhance client marketing programs.
- Solicit and synthesize customer product feedback to contribute to product development.
- Coordinate with Technical Support, Industry Solutions, Deliverability Services, and other Braze teams to ensure customers receive needed support.
- Work 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.
- Temporarily assist junior colleagues by directly engaging with customers to rescue at-risk accounts and capitalize on high-opportunity accounts.
- 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 intended to foster community, team connections, and innovation.
- Opportunities to give back to the community, including an annual company-wide Volunteer Week and donation matching.
- Employee Resource Groups providing supportive communities.
- Collaborative, transparent, and fun culture recognized as a Great Place to Work®.
- Equity grants of restricted stock (RSUs).
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
No Education Listed
