Description
At Braze, we're a customer engagement platform that helps brands deliver great customer experiences.
As a Principal Customer Success Manager, you will be a senior individual contributor owning some of our most significant customers.
Responsibilities:
- 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
- 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
Requirements:
- Proven customer success professional, with an excellent track record
- Significant project management experience and/or formal certifications (PMP, Agile, etc)
- Exemplary written and verbal communication skills coupled with unparalleled follow-up skills
- High level of intellectual curiosity
- 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
Benefits:
- Competitive compensation that may include equity
- Retirement and Employee Stock Purchase Plans
- Flexible paid time off
- Comprehensive benefit plans covering medical, dental, vision, life, and disability
- Family services that include fertility benefits and equal paid parental leave
- Professional development supported by formal career pathing, learning platforms, and a yearly learning stipend
- A curated in-office employee experience, designed to foster community, team connections, and innovation
- Opportunities to give back to your community, including an annual company-wide Volunteer Week and donation matching
- Employee Resource Groups that provide supportive communities within Braze