Strategic Customer Success Manager

Summary

Join Snappt's expanding Customer Experience organization as a Strategic Customer Success Manager (CSM). In this innovative role, you will develop and implement new Customer Success playbooks and processes, shaping our customer-centric approach. You will build strong customer relationships, advocate for customer needs, and identify opportunities for growth and retention. Collaboration with various teams is crucial, as is continuous process improvement and customer training. This remote-first position requires 2-3 years of experience in Customer Success and strong communication and data analysis skills. Snappt offers a competitive salary and benefits.

Requirements

• 2-3 years experience in Customer Success with a background in managing a portfolio of top tier clients, utilizing playbooks to enhance the customer journey, uncovering cross-sell/upsell opportunities, and leveraging technology to drive operational efficiency
• Excellent communication skills (written & verbal) with the ability to explain technical concepts to non-technical clients
• A role up your sleeves and get things done attitude, with the ability to be flexible, try new things, and pivot when needed
• Proficiency in CRM systems, ticketing platforms, and data manipulation
• Strong data analysis 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

Responsibilities

• Build and maintain strong relationships with our customers to understand their unique needs, challenges, and goals
• Proactively engage with customers to ensure they receive exceptional service and support throughout their journey
• 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
• 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 leadership to define Customer Success goals, KPI’s, and strategies
• Design and execute Customer Success playbooks, including customer onboarding, proactive growth engagement, expansion opportunities, and customer health

Preferred Qualifications

• Prior experience with Salesforce & ChurnZero
• Previous experience in the multifamily industry or property tech

Benefits

• Remote-first organization; work from anywhere
• Company-supported retreats and events
• $87,500 + 10% Variable Comp