Senior Strategic Customer Success Manager

Summary

Join Snappt as a Senior Level Strategic Customer Success Manager in Dallas or Atlanta! In this role, you will manage a portfolio of strategic accounts, providing high-touch support to executive-level contacts. You will proactively deliver account insights, drive product adoption, and partner with the Strategic Account Manager for retention and growth opportunities. Snappt offers a remote-first work environment and a competitive salary and benefits package. We are a well-funded, Series A tech startup making a significant impact in fraud detection. If you are passionate, curious, collaborative, and committed to self-development, we encourage you to apply.

Requirements

• 4+ years of experience in a proactive Customer Success or Account Management position; Self Starter
• Expert in managing a portfolio of top-tier clients, applying strategic thinking to optimize the customer journey and communication of ROI
• Command of message and strong executive presence to drive meaningful, executive level business discussions including delivering forward thinking
• Able to identify valuable cross-sell/upsell opportunities and partner with Sales on driving increasing customer performance and value realization
• Excellent communication skills (written & verbal) with the ability to explain technical concepts to non-technical clients; highly polished presentation delivery
• A roll up your sleeves and get things done attitude, with the ability to be flexible, try new things, and pivot when priorities shift
• Proficiency in CRM systems, integrated platforms, and data workflows; Prior experience with Salesforce & Tableau a plus
• Strong data analytical skills to interpret customer metrics and drive data-informed decisions
• An empathetic mindset with the ability to understand complex customer challenges and provide innovative solutions
• Willingness to work collaboratively with cross functional teams and be the voice of the customers when sharing customer feedback
• Previous extensive client facing experience in the multifamily industry, working for a technology provider/prop-tech industry (required)

Responsibilities

• Build and maintain strong relationships with our customers to understand their unique needs, challenges, and goals
• Collaborate on thoughtful, specific, and outcome-oriented solutions to maximize Snappt’s impact for the customer
• In partnerships with the Strategic Account Manager, collect feedback, insights, and pain points from customers to influence product development, marketing, and other strategic decisions
• Identify expansion and upsell opportunities within the existing customer base
• Work towards maximizing customer retention rates by monitoring customer health, analyzing customer performance metrics, and providing proactive solutions
• Work closely with Sales, Marketing, Product, and Operations teams to align Customer Success initiatives with overall business objectives
• Be a team player by offering hands-on assistance to our Client Support team, as needed
• Manage onboarding when need arises
• Continuously analyze current processes and identify areas to optimize and streamline business operations
• Participate in training and enablement programs for customers, empowering them to achieve their desired outcomes and maximize the value of our products or services
• Collaborate with department leadership to define key metrics and account health measurement

Benefits

• Annual Base Salary: $110,000 + 20% variable
• Snappt is a remote-first organization