Enterprise Customer Success Manager

🕒 July 30

🇺🇸 United States – Remote

💵 $85k - $100k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

🏆 Customer Success

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

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Snappy

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2015

📣 Marketing

📦 Logistics

✈️ Travel

💰 $25M Series D - Snappy on 2024-04

Marketing • Logistics • Travel

Snappy is a B2B SaaS platform for corporate gifting, swag stores, and fulfillment that lets companies send personalized digital unwrapping experiences and physical gifts globally. It provides an API and integrations (Slack, Salesforce, HRIS, Microsoft Teams), automated gifting workflows, analytics, and on-demand swag/store capabilities so recipients can choose their preferred items without requiring addresses. Snappy handles sourcing, logistics, and reporting to drive employee engagement, customer loyalty, and activation campaigns.

📋 Description

• Manage a book of business of Enterprise customers who each spend approximately $15k–$100k/year, with direct accountability for NRR and retention outcomes • Exceed monthly, quarterly, and annual targets • Build and grow strategic, long-term relationships with multiple stakeholders at each customer in your book of business • Onboard and activate 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 • 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 identify 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 of contact for any customer issue escalation, and work with our internal teams to resolve • Leverage AI tools and internal reporting to analyze your book, surface risks and opportunities, and prioritize the highest-impact customer actions • Convey product feedback to our product and engineering partners to contribute to our roadmap

🎯 Requirements

• Bachelor's degree in a relevant field or equivalent practical experience • 5+ 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

🏖️ 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