Principal Customer Success Manager, Financial Services

Responsibilities

The Principal Customer Success Manager will manage significant enterprise accounts to drive renewals, retention, and feature adoption while acting as a trusted advisor. They will also provide mentorship to junior colleagues and assist in rescuing at-risk accounts to ensure overall team success.

Requirements

Candidates must have 6+ years of experience managing complex international enterprise SaaS accounts with an ACV of $500K or more. Strong project management skills and proficiency in technical domains like marketing automation, APIs, or analytics are required.

Skills

• Customer success
• Account management
• SaaS
• Project management
• Marketing automation
• Strategic planning
• Relationship building
• Mentorship
• Data analysis
• Technical support
• Enterprise account management
• Communication skills
• Problem solving
• Customer advocacy
• Product training
• Stakeholder management

Benefits

• Equity grants
• Retirement plans
• Employee stock purchase plans
• Flexible paid time off
• Medical insurance
• Dental insurance
• Vision insurance
• Life insurance
• Disability insurance
• Fertility benefits
• Paid parental leave
• Professional development
• Learning stipend

About this role

At Braze, we have found our people. We’re a genuinely approachable, exceptionally kind, and intensely passionate crew.
We seek to ignite that passion by setting high standards, championing teamwork, and creating work-life harmony as we collectively navigate rapid growth on a global scale while striving for greater equity and opportunity – inside and outside our organization.
To flourish here, you must be prepared to set a high bar for yourself and those around you. There is always a way to contribute: Acting with autonomy, having accountability and being open to new perspectives are essential to our continued success.
Our deep curiosity to learn and our eagerness to share diverse passions with others gives us balance and injects a one-of-a-kind vibrancy into our culture.
If you are driven to solve exhilarating challenges and have a bias toward action in the face of change, you will be empowered to make a real impact here, with a sharp and passionate team at your back. If Braze sounds like a place where you can thrive, we can’t wait to meet you.
As a Principal Customer Success Manager you will be a senior individual contributor owning some of our most significant customers. Acting as a trusted SME within the wider Customer Success Department you will also be temporarily assigned to assist junior colleagues with at-risk or high opportunity accounts within their book. As a member of the Enterprise Team you will work closely with established, big-name brands to help them realise value from their investment in Braze.
What you’ll do
Partner with Account Executives to ensure commercial alignment & drive client renewals, retention & net retention targets for your customers
Be your customers’ main point of contact and trusted advisor at Braze
Drive feature adoption by building a shared Success Plan with your customers, providing strategic guidance, enablement, and day-to-day advice to help them hit their objectives with Braze
Drive customer advocacy by building strong customer relationships and creating mutual value for your customers and Braze
Be a strategic thought leader for your customers, analyzing use-cases and recommending market/vertical best practices to enhance client marketing programs.
Advocate for your customers, soliciting and synthesizing customer product feedback to contribute to product development
In addition to being a dedicated contact for strategy, product training inquiries, and non-technical support for your direct accounts coordinate with other Braze teams including Technical Support, Industry Solutions, and Deliverability Services to ensure your customers receive the support they need simply and seamlessly
Work with Onboarding Managers and other Customer Success Partners to seamlessly transition clients from onboarding to ongoing activity.
Act as a point of escalation for customers
Provide mentorship to colleagues, acting as a subject matter expert you will take the initiative to help them improve processes, execution, and outcomes
You will assist junior colleagues by taking temporary assignments to help them rescue at-risk accounts and capitalise on high opportunity accounts through mentoring and engaging directly with the customer
You will likely spend time onsite with customers and may travel internationally

Please note this job description cannot possibly cover every duty you may need to undertake, you may be asked by your line manager to handle other reasonable responsibilities commensurate with the role.
Who you are
You are a proven customer success professional, with an excellent track record, who finds satisfaction in helping your customers achieve great things and in helping your colleagues grow. You have an excellent track record in customer success or a related role and are excited to work with big name brands with over 1,000 staff. You want to lead by example as a senior individual contributor.
You have significant project management experience and/or formal certifications (PMP, Agile, etc).
You have exemplary written and verbal communication skills coupled with unparalleled follow up skills. Clients have the impression that you listen and understand their problems.
You’re known for being a “team player.” We just can’t emphasize this enough.
High level of intellectual curiosity. You see opportunity and growth in learning more about what you do and how it impacts others.
You have strong technical domain knowledge of two or more of the following: SaaS, Mobile, APIs, Marketing Automation, Direct Marketing, Analytics or Programming (HTML etc).
6 years+ experience managing complex international enterprise accounts (Fortune 100, FTSE, DAX, etc. - ACV of $500K or more) across multiple senior client
stakeholders at a SaaS company
You have a proven track record as a Success Manager, renewing and growing customers
West Coast location is preferred (but not required)

For candidates based in the United States, the pay range for this position at the start of employment is expected to be between $88,000 and $124,800/year, with an expected On Target Earnings (OTE) between $110,000 and $156,000/year (including bonus or commission). Your exact offer may vary depending on multiple individualized factors, including market location, job-related knowledge, skills, and experience. In addition to cash compensation, this role qualifies for a comprehensive Total Rewards package that includes equity grants of restricted stock (RSUs) so that you will own a piece of our company.
#LI-Hybrid
WHAT WE OFFER
Braze benefits vary by location, and we encourage you to review our specific benefits offerings for each country at here. More details on benefits plans will be provided if you receive an offer of employment.
From offering comprehensive benefits to fostering hybrid ways of working, we've got you covered so you can prioritize work-life harmony. Braze offers benefits such as:
Competitive compensation that may include equity
Retirement and Employee Stock Purchase Plans
Flexible paid tim...

About Braze

Software Development · 1,001-5,000 employees · headquartered in New York, New York · founded 2011