Principal Customer Success Manager, Enterprise

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

• Own and assume ultimate responsibility for client renewals, retention and net retention targets for your customers, including one or more high ACV customers 
• Be your customers’ main point of contact and trusted advisor at Braze

• Partner with Account Executives, taking a lead role to ensure excellent customer experience and commercial alignment
• 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