Senior CSM, Media and Entertainment

The role

As a Principal Customer Success Manager, you will own significant customer accounts and act as a trusted advisor. You will drive feature adoption, renewals, and retention while providing mentorship to junior colleagues.

What you will do

• Partner with Account Executives to drive client renewals, retention and net retention targets
• Act as the main point of contact and trusted advisor for customers
• Drive feature adoption by building shared Success Plans
• Build strong customer relationships and create mutual value
• Analyze use-cases and recommend market/vertical best practices
• Synthesize customer product feedback for product development
• Coordinate with Technical Support, Industry Solutions, and Deliverability Services
• Transition clients from onboarding to ongoing activity
• Act as a point of escalation for customers
• Provide mentorship to colleagues and assist with at-risk or high opportunity accounts

Required qualifications

• Significant project management experience and/or formal certifications (PMP, Agile, etc)
• Exemplary written and verbal communication skills
• Strong technical domain knowledge of two or more: 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

Nice to have

• West Coast location is preferred

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 including fertility benefits and equal paid parental leave
• Professional development with formal career pathing, learning platforms, and a yearly learning stipend
• In-office employee experience
• Annual company-wide Volunteer Week and donation matching
• Employee Resource Groups

Before you apply

• Braze uses AI-assisted tools to analyze experience, skills and qualifications for screening and prioritizing candidates
• Candidates in New York City have the right to request an alternative selection process or reasonable accommodation to opt out of AI-assisted review

About the company

Braze is a customer engagement platform that helps brands deliver customer experiences. The company is headquartered in New York with global offices.