Principal Customer Success Manager, Financial Services

Braze•Chicago, IL

19h•$83,200 - $119,200•Hybrid

About The Position

As a Principal Customer Success Manager at Braze, you will be a senior individual contributor responsible for some of the company’s most significant customers. As a trusted subject matter expert within Customer Success, you will also temporarily assist junior colleagues with at-risk or high-opportunity accounts. As part of the Enterprise Team, you will work with established brands to help them realize value from their investment in Braze. The role combines customer strategy and advocacy, product adoption, commercial alignment, account retention and growth, escalation support, and mentorship. You will likely spend time onsite with customers and may travel internationally. Other reasonable responsibilities commensurate with the role may be assigned by your line manager. The position is listed as hybrid. For U.S.-based candidates, expected starting base pay is $83,200–$119,200 per year, with expected on-target earnings of $104,000–$149,000 per year, including bonus or commission. Offers may vary based on factors such as location, knowledge, skills, and experience. The role also qualifies for restricted stock unit equity grants and a comprehensive Total Rewards package. Benefits vary by location.

Requirements

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 in customer success or a related role, including renewing and growing customers.
Experience working with large enterprise brands with more than 1,000 staff.
Significant project management experience and/or formal project management certifications such as PMP or Agile.
Excellent written and verbal communication skills and strong follow-up skills.
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 to lead by example as a senior individual contributor and help colleagues grow.
Team-oriented approach and high intellectual curiosity.

Nice To Haves

West Coast location is preferred, but not required.

Responsibilities

Partner with Account Executives to align commercially and drive customer renewals, retention, and net retention targets.
Serve as the main point of contact and trusted advisor for customers.
Build shared success plans and provide strategic guidance, enablement, and ongoing 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 improve marketing programs.
Advocate for customers by gathering and synthesizing product feedback to contribute to product development.
Coordinate with Technical Support, Industry Solutions, Deliverability Services, and other Braze teams to ensure customers receive the support they need.
Work with Onboarding Managers and Customer Success Partners to transition clients from onboarding to ongoing activity.
Act as an escalation point for customers.
Mentor colleagues and help improve processes, execution, and outcomes as a subject matter expert.
Temporarily support junior colleagues’ accounts by mentoring them and engaging directly with customers to address at-risk accounts and develop high-opportunity accounts.
Spend time onsite with customers and travel internationally as needed.

Benefits

Competitive compensation, which 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 intended to foster community, team connections, and innovation.
Community giving opportunities, including an annual company-wide Volunteer Week and donation matching.
Employee Resource Groups.
Hybrid ways of working.