Customer Success Manager

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Snowplow

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Description

• Customer Success Manager • Boston, MA, USA / London, England • About Snowplow • Snowplow, the global leader in customer data infrastructure (CDI) for AI, enables every organization to own and unlock the value of its customer behavioral data. • The Snowplow CDI fuels AI-driven marketing, digital products and services, customer experiences and fraud detection, by enabling companies like Burberry, Strava, and AutoTrader to collect and manage real-time, structured and unstructured behavorial data governed in their cloud data platform. • With thousands of companies relying on Snowplow worldwide to generate AI-ready data to uncover deeper customer journey insights, predict customer behaviors, optimize differentiated customer experiences, and detect fraud; we are at the forefront of transforming how data-driven organizations leverage their customer behavioral data. • Following our $40 million Series B funding led by global venture capital firm NEA, known for investments in Databricks, MongoDB, and Elastic, we are seeking creative and innovative individuals to help us shape the future of Snowplow. • The Opportunity • This role sits in our Customer Success team, working alongside a team of Customer Success Managers, Technical Account Managers, and Solutions Architects, reporting into our Head of Customer Success. • At Snowplow we see Customer Success as a key growth function of the business. We don’t see Customer Success merely as a retention function but as a key to exceeding our ambitious Gross Revenue Retention targets, driving Snowplow adoption across our customers’ organisations. • You will own your portfolio of accounts from initial onboarding, through adoption and growth, the complete customer lifecycle. Being a horizontal platform, you will work creatively with Solutions Architects to fully understand your customers’ business and technical challenges and ensure their Snowplow implementation helps address their needs. You will help your customers to achieve and communicate business value derived from Snowplow, and further expand their use cases. • What you’ll be doing: • Actively serving a portfolio of assigned accounts including major consumer, prosumer and B2B brands across the Mid-market and Enterprise sectors. • Supporting our new customer onboardings with our Solutions Architecture team, to educate and activate new customers. • Collaborating with customers in a highly strategic manner to develop their success roadmap for the first 12 months of Snowplow adoption and beyond ensuring this is fully documented. • Owning the relationship and working with customers to quantify business value and ROI, solidifying the organisational value of Snowplow and helping our key stakeholders to communicate value. • Successfully managing renewals and upsell on your accounts to timeline and in line with the account commercial strategy and producing paperwork accordingly. • Working cross functionally across the business with Sales, Product, Marketing, Engineering, Finance, Legal to support both the customer and Snowplow’s growth. • Aligning with the Product team to provide product feedback from customers, spotting trends and surfacing to help shape product roadmap.

Requirements

• You’re not a newbie to customer success. Minimum a few years experience as a Customer Success Manager or Account Manager (ideally accounts with ACV $75k+) • You understand people. Deeply emotionally intelligent, you can quickly read a room of stakeholders and adopt your delivery style and content quickly. You are also comfortable partnering internally to be the advocate for your customer. • Experience managing a customer portfolio. You are comfortable balancing a customer portfolio and can prioritise your work with the internal and external stakeholders. You are comfortable meeting deadlines and multi-tasking. Experience with Salesforce or other CRM tools is a plus. • It’s the circle of... a customer. Firm understanding of Software-as-a-Service commercial dynamics and customer lifecycle, including renewals, churn, upsell and uplift. • Confidence is key. Previous experience with a complex software product, you are comfortable communicating with senior technical stakeholders (CTO, VP Eng, Tech Leads) • Business challenge? Let me help. Logical and organised approach to problem solving. A passion for working at the intersection of technology and business problems - this role is always about delivering business impact for our customers through data. • You CAN see the needle in the haystack. Highly developed commercial acumen - as our customers advocate, you will be pivotal in spotting new opportunities where Snowplow could add even more value to our customers - you have worked in a business function with upsell/NRR targets.

Benefits

• A competitive package, including share options • Flexible working • A generous holiday allowance no matter where you are in the world • MacBook and home office equipment allowance • Enhanced maternity, paternity, shared parental and adoption leave