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 customers and helping 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 involves working closely with Account Executives and other Braze teams to drive customer outcomes, renewals, retention, adoption, and advocacy. The position may involve onsite customer visits and international travel.
Requirements
- Excellent track record in customer success or a related role.
- 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 teamwork skills.
- High intellectual curiosity and willingness to learn how the work impacts others.
- Strong technical domain knowledge in at least two of the following: SaaS, Mobile, APIs, Marketing Automation, Direct Marketing, Analytics, or Programming (such as HTML).
- At least 6 years of experience managing complex international enterprise accounts at a SaaS company, across multiple senior client stakeholders; accounts are described as Fortune 100, FTSE, DAX, or similar, with ACV of $500K or more.
- Proven track record as a Success Manager renewing and growing customers.
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.
- Drive feature adoption by creating shared Success Plans and providing strategic guidance, enablement, and day-to-day advice.
- Build strong customer relationships and create mutual value to foster customer advocacy.
- Analyze customer use cases and recommend market and vertical best practices to improve marketing programs.
- Advocate for customers by collecting and synthesizing product feedback for product development.
- Coordinate with Technical Support, Industry Solutions, Deliverability Services, and other teams to ensure customers receive appropriate 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.
- Take temporary assignments to mentor colleagues and directly support customers with at-risk or high-opportunity accounts.
- Travel, potentially internationally, and spend time onsite with customers 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.
- 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.
- Annual company-wide Volunteer Week and donation matching.
- Employee Resource Groups.
- Hybrid ways of working.
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
No Education Listed
