Enterprise Customer Success Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Oversee a portfolio of Enterprise clients, each investing between $15k–$100k annually, with direct responsibility for Net Revenue Retention (NRR) and retention results.

• Surpass monthly, quarterly, and yearly performance targets.

• Develop and nurture strategic, long-term relationships with various stakeholders within each account in your portfolio.

• Onboard and activate new clients transitioning into your book from expansions and our onboarding team.

• Conduct regular cadence calls with your customers to ensure they are deriving value from the Snappy platform while sharing best practices as an expert in employee recognition.

• Identify opportunities for upselling to encourage customers to initiate additional gifting campaigns.

• Lead executive business reviews with clients to assess progress towards their objectives, addressing any challenges to ensure future success.

• Initiate and manage retention campaign outreach to guarantee campaigns are renewed annually.

• Collaborate with internal operations teams to fulfill customer program requests efficiently.

• Serve as the primary point of contact for any escalated customer issues, coordinating with internal teams for resolution.

• Utilize AI tools and internal reporting to analyze your portfolio, identify risks and opportunities, and prioritize impactful customer actions.

• Provide product feedback to our product and engineering teams to inform our development roadmap.

⛳️ Requirements

• Bachelor's degree in a relevant discipline or equivalent practical experience.

• A minimum of 5 years of experience in a client-facing role within a SaaS or tech company.

• Proven experience as a Customer Success Manager, Account Manager, or similar position managing a portfolio of clients.

🏝️ Benefits

• Comprehensive healthcare coverage, including vision and dental.

• Competitive 401k matching program.

• Flexible paid time off (PTO).

• Paid family leave.

• Snappy Summer Fridays (enjoyed throughout the year!).

• Snappy gifts for employee recognition and appreciation.