Principal Customer Success Manager, Financial Services

Braze • Chicago, IL

11h • Hybrid

About The Position

As a senior individual contributor on Braze’s Enterprise Team, the Principal Customer Success Manager owns some of the company’s most significant customers and serves as a trusted subject matter expert within Customer Success. The role partners with established, large brands to help them realize value from their Braze investment and may involve temporary assignments supporting junior colleagues with at-risk or high-opportunity accounts. The position also includes mentoring colleagues and acting as an escalation point for customers. Onsite customer visits are likely, and international travel may be required.

The Principal Customer Success Manager works with Account Executives to support commercial alignment, renewals, retention, and net retention. As the customer’s primary contact and trusted advisor, the role develops shared success plans, guides feature adoption, provides strategic advice and enablement, and builds customer advocacy. It also brings market and vertical best practices to customer marketing programs, synthesizes customer feedback for product development, coordinates support across Braze teams, and helps transition customers from onboarding to ongoing engagement.

The role is intended for an experienced customer success professional with a track record of renewing and growing complex enterprise customers. The successful candidate will lead by example, bring strong project management and communication skills, and apply technical domain knowledge across at least two relevant areas. West Coast location is preferred but not required.

For U.S.-based candidates, starting base pay is expected to be $83,200–$119,200 per year, with expected on-target earnings of $104,000–$149,000 per year, including bonus or commission. Compensation may vary based on location, knowledge, skills, and experience. The role is eligible for equity grants of restricted stock (RSUs). Benefits vary by location and may include retirement and employee stock purchase plans, flexible paid time off, medical, dental, vision, life and disability coverage, fertility benefits, equal paid parental leave, professional development support, and community volunteer and donation-matching opportunities. Braze describes its working model as hybrid.

Requirements

• At least 6 years of experience managing complex international enterprise accounts at a SaaS company, across multiple senior client stakeholders; the posting specifies Fortune 100, FTSE, DAX, or similar accounts with ACV of $500K or more.
• Excellent track record in customer success or a related role, including renewing and growing customers.
• Strong project management experience and/or formal certifications such as PMP or Agile.
• Exemplary 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.
• Ability to build customer trust by listening to and understanding client problems.
• 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 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 customer objectives and feature adoption.
• Build strong customer relationships and mutual value to 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, Deliverability Services, and other Braze teams to provide customers with seamless 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 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.

Benefits

• Competitive compensation that may include equity.
• Retirement plan and Employee Stock Purchase Plan.
• Flexible paid time off.
• Comprehensive medical, dental, vision, life, and disability benefit plans.
• Fertility benefits and equal paid parental leave.
• Professional development supported by 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, including an annual company-wide Volunteer Week and donation matching.
• Employee Resource Groups.
• Collaborative, transparent, and fun culture.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed