Customer Success Manager

Role Overview

• Manage a book of business of Large Enterprise customers who each spend approximately $100k+/year
• Exceed monthly, quarterly, and annual targets for gift spend
• Build and grow strategic and long-term relationships with multiple stakeholders at each customer in your book of business. While this team often has fewer logos in their books, these customers can be fairly decentralized with a high number of stakeholders.
• Support and execute the onboarding and activating new customers coming into your book from expansions and graduations from our onboarding team
• Conduct cadence calls with your customers to regularly ensure they’re getting value from their Snappy platform and sharing best practices as an employee recognition expert
• Collaborate with your sales partners to identify and build relationships with high-level stakeholders to centralize decision-making in decentralized, high-spend logos
• Identify and drive upsells for your customers to launch additional gifting campaigns
• Lead executive business reviews with customers to review progress towards their goals and outcomes and identity challenges to mitigate moving forward
• Drive retention campaign outreach and execution to ensure campaigns come back year after year
• Collaborate with internal operations partners to execute on customer program requests
• Act as the main point for any customer issue escalation, and work with our internal teams towards resolution
• Leverage and analyze data in our internal reporting tools to best understand and engage with your book of business, as well as diagnose areas for improvement in product adoption.
• Convey product feedback to our partnering technical teams to contribute to the success of our product roadmap

Requirements

• Bachelor’s degree in a relevant field or equivalent practical experience
• 6+ years of experience in a customer-facing role at a Saas/tech company
• Experience as a Customer Success Manager, Account Manager or related role managing a book of business, primarily focused on Fortune500 companies (or equivalent top-tier customers in your organization)
• Experience working with senior stakeholders at Large Enterprise organizations
• No fear when it comes to handling objections and thinking of creative ways to address customer concerns

Benefits

• Free healthcare, including vision and dental
• Generous 401k match
• Flexible PTO
• Paid family leave
• Snappy Summer Fridays (which we enjoy year-round!)
• Snappy gifts for employee recognition and appreciation