Senior CSM, Financial Services
About the 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.
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.
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
- 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
- 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
- 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.
Requirements
- Proven customer success professional with an excellent track record who finds satisfaction in helping customers achieve great things and helping colleagues grow
- Excellent track record in customer success or a related role and excitement to work with big-name brands with over 1,000 staff
- Desire to lead by example as a senior individual contributor
- Significant project management experience and/or formal certifications (PMP, Agile, etc.)
- Exemplary written and verbal communication skills coupled with unparalleled follow-up skills; clients have the impression that you listen and understand their problems
- Known for being a “team player”
- High level of intellectual curiosity; you see opportunity and growth in learning more about what you do and how it impacts others
- 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
- Proven track record as a Success Manager, renewing and growing customers
- West Coast location preferred (but not required)