Strategic Customer Success Manager

Job not on LinkedIn

🔥 24 minutes ago

🇺🇸 United States – Remote

💵 $100k - $120k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

🏆 Customer Success

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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 a few Large Enterprise customers, with direct accountability for NRR and retention outcomes • Exceed monthly, quarterly, and annual targets for gift spend • Build and grow strategic, long-term relationships with multiple stakeholders at each customer in your book of business. While this team often has fewer logos, these customers can be fairly decentralized with a high number of stakeholders. • 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 • 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 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 towards resolution • 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 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 Fortune 500 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 creatively about how 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