Manager, Customer Success

July 9

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Snappt Inc

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AI enabled fraud detection engine

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Description

• 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 • 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 • 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 and various metrics

Requirements

• 5 + years experience in Customer Success, with at least 2 years in a leadership role managing a team of CSMs • Proven track record of growing and scaling a Customer Success team, driving client retention and net revenue growth • Extensive knowledge of Customer Success strategies, best practices, and methodologies • Excellent communication skills (written and verbal) • History of using data to inform strategy and execution • Comprehensive knowledge of current technologies in CRM, customer success engagement • Empathetic mindset and a customer-centric approach to servicing both internal and external stakeholders

Benefits

• Fully remote work environment • Company-supported retreats and events