Principal Customer Success Manager, Financial Services

Braze•New York, NY

18h•$110,000 - $156,000•Hybrid

About The Position

The Principal Customer Success Manager is a senior individual contributor on Braze’s Enterprise Team, responsible for a portfolio of significant customers and serving as a trusted subject matter expert within Customer Success. The role partners with established brands to help them realize value from their Braze investment, while also temporarily assisting junior colleagues with at-risk or high-opportunity accounts. The position involves working across customer and internal teams, mentoring colleagues, and may include onsite customer visits and international travel.

Requirements

Proven customer success professional with an excellent track record in customer success or a related role.
At least 6 years of experience managing complex international enterprise accounts at a SaaS company, across multiple senior client stakeholders; accounts specified include Fortune 100, FTSE, or DAX companies with ACV of $500K or more.
Demonstrated success renewing and growing customers.
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 and collaboration skills.
High intellectual curiosity and interest in learning how the role 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.
Willingness to lead by example as a senior individual contributor and support colleagues’ growth.

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 the main point of contact and trusted advisor for customers at Braze.
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 provide customers with seamless support.
Coordinate with Onboarding Managers and Customer Success Partners to transition customers 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 assist junior colleagues with at-risk or high-opportunity accounts through mentorship and direct customer engagement.
Visit customers onsite 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 plans 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.
Collaborative, transparent, and fun culture recognized as a Great Place to Work.