Snappt is hiring a
Manager, Customer Success

Summary

The job is for a Manager of Customer Success at Snappt, a well-funded tech startup. The role involves leading a team of CSMs, building relationships with customers, driving retention and growth, strategic planning, cross functional teamwork, process improvement, training and enablement, playbook creation, analytics and insights, and bringing 5+ years of Customer Success experience with at least 2 years in a leadership role.

Requirements

5 + years experience in Customer Success, with at least 2 years in a leadership role managing a team of CSMs

Responsibilities

• Lead, mentor, and develop a team of Customer Success Managers to achieve their performance goals and career growth
• Guide your team to build and maintain strong relationships with our customers, ensuring they receive strategic guidance and exceptional support
• Develop and execute strategies to maximize customer retention rates, identify expansion and upsell opportunities, and monitor account health
• Collaborate with leadership to define and monitor Customer Success goals and KPIs. Develop strategies to evolve our CS motion to drive recurring impact and value realization within our customer segments
• Partner with Sales, Marketing, Product, and RevOps to align Customer Success initiatives with overall business objectives
• Continuously analyze and optimize current processes to streamline business operations and improve the customer lifecycle
• Oversee and iterate on existing training and enablement programs for customers, ensuring they achieve their desired outcomes and maximize the value of our product. Own the internal onboarding and ongoing training/soft skill development for your team of CSMs
• Design and execute Customer Success playbooks, including customer onboarding, proactive growth engagement, expansion opportunities, and customer health
• Implement reporting and corresponding measurement/tracking to understand CSM portfolio performance, CSM activities, gross ARR churn, ARR/NRR forecasting, and expansion/upsell pipeline

Benefits

Snappt is a remote-first organization