Principal CSM, Media and Entertainment

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 realize 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 $101,000 and $158,000/year, with an expected On Target Earnings (OTE) between $123,000 and $175,000/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 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

Collaborative, transparent, and fun culture recognized as a Great Place to Work®

ABOUT BRAZE

Braze is the leading customer engagement platform that empowers brands to Be Absolutely Engaging™ Braze helps brands deliver great customer experiences that drive value both for consumers and for their businesses. Built on a foundation of composable intelligence, BrazeAI™ allows marketers to combine and activate AI agents, models, and features at every touchpoint throughout the Braze Customer Engagement Platform for smarter, faster, and more meaningful customer engagement. From cross-channel messaging and journey orchestration to Al-powered decisioning and optimization, Braze enables companies to turn action into interaction through autonomous, 1:1 personalized experiences.

The company has repeatedly been recognized as a Leader in marketing technology by industry analysts, and was voted a G2 “Best of Marketing and Digital Advertising Software Product” in 2025.

Braze was also named a 2025 Best Companies To Work For by U.S. News and World Report, a 2025 America’s Greatest Companies by Newsweek, and a 2025 Fortune Best Workplace in Technology™ by Great Place To Work®, among other accolades. Braze is also proudly certified as a Great Place to Work® in the U.S., the UK, Australia, and Singapore.

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