Customer Success Manager

October 17

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Snappt Inc

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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, ensuring they achieve their desired outcomes and maximize the value of our product. • 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.

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 as it relates to the customer journey and lifecycle stages • Excellent communication skills (written and verbal) with the ability to clearly articulate departmental strategy, goals, and execution • History of using data to inform strategy and execution and a disciplined approach to measurement and testing • Proven ability to identify, hire, train, and develop top talent • Comprehensive knowledge of current technologies in CRM, customer success engagement, conversational intelligence, and calendaring tools • Empathetic mindset and a customer-centric approach to servicing both internal and external stakeholders • Natural curiosity for all aspects of the role, seeking deep understanding and increasing acumen of the business and industry • Strong data analysis skill set to interpret customer success and business metrics to drive data informed decisions on departmental growth and evolution • Eagerness to work collaboratively with cross functional teams and be the voice of the customer success department to foster alignment and collaboration across GTM teams

Benefits

• 100% employer-paid medical for employees, 50% for dependents (based on Gold plan pricing) • Open PTO • 50% 401k match up to 6% for a total max employer contribution of 3% (eligible to contribute after six months of employment) • Summer Fridays from Memorial Day to Labor Day (no meetings on Fridays and logoff at 12 pm local time) • 12 weeks paid parental leave, plus an additional two weeks part-time at full pay to transition back to work. • Annual Retreat at a resort just to get to know each other • Company recognized Holidays • New Year's Day • Martin Luther King Day • Presidents Day • Memorial Day • Juneteenth Day • Independence Day • Labor Day • Indigenous Peoples Day • Veterans Day • Thanksgiving • Native American Heritage Day • Christmas