Principal Customer Success Manager, Financial Services

Braze•New York City, NY

15h•Hybrid

About The Position

The Principal Customer Success Manager is a senior individual contributor on Braze’s Enterprise Team, responsible for some of the company’s most significant customers. The role partners with established brands to help them realize value from their Braze investment and serves as a trusted subject matter expert within Customer Success. It also includes temporary assignments supporting junior colleagues with at-risk or high-opportunity accounts. The position may involve spending time onsite with customers and international travel. The role works across Account Executives and internal teams to support customer strategy, adoption, retention, renewals, and growth. It acts as the primary customer contact and advisor, coordinates customer support, provides escalation support, and contributes customer feedback to product development. As a senior individual contributor, the Principal Customer Success Manager also mentors colleagues and helps improve team processes, execution, and outcomes.

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.
A proven track record in customer success or a related role, including renewing and growing customers.
Strong experience working with major 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 exceptional 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 customers achieve outcomes.
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 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 day-to-day advice to drive feature adoption and help customers meet their objectives.
Build strong customer relationships, create mutual value, and drive customer advocacy.
Analyze customer use cases and recommend market and vertical best practices to improve marketing programs.
Solicit and synthesize customer product feedback to contribute to product development.
Coordinate with Technical Support, Industry Solutions, and Deliverability Services to ensure customers receive appropriate support.
Work with Onboarding Managers and Customer Success Partners to transition customers 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, including 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, potentially including equity.
Retirement and Employee Stock Purchase Plans.
Flexible paid time off.
Comprehensive 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 designed to foster community, team connections, and innovation.
Opportunities to give back through an annual company-wide Volunteer Week and donation matching.
Employee Resource Groups.
Hybrid ways of working.