Strategic Customer Success Manager

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

📋 Description

• Oversee a portfolio of Large Enterprise clients, taking direct responsibility for Net Revenue Retention (NRR) and customer retention results.

• Surpass monthly, quarterly, and annual objectives for gift expenditures.

• Develop and nurture strategic, long-term partnerships with various stakeholders within each client organization in your portfolio. Although this team typically manages fewer accounts, these clients often have a decentralized structure with numerous stakeholders.

• Onboard and activate new clients transitioning from our onboarding team due to expansions and graduations.

• Conduct regular cadence calls with your clients to ensure they are deriving value from the Snappy platform and to share best practices as a specialist in employee recognition.

• Collaborate with your sales colleagues to identify and establish connections with high-level stakeholders, aiming to centralize decision-making processes in decentralized, high-spending organizations.

• Identify opportunities for upselling and assist clients in launching additional gifting initiatives.

• Lead executive business reviews with clients to assess progress towards their objectives, address challenges, and strategize for the future.

• Initiate and execute retention campaign outreach to ensure ongoing participation from clients year after year.

• Work closely with internal operations teams to fulfill customer program requests.

• Serve as the primary contact for any customer issue escalations, collaborating with internal teams to find resolutions.

• Utilize AI tools and internal analytics to evaluate your portfolio, identify risks and opportunities, and prioritize impactful actions for customers.

• Provide product feedback to our technical teams to aid in the advancement of our product roadmap.

⛳️ Requirements

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

• Over 6 years of experience in a client-facing position within a SaaS/technology organization.

• Proven experience as a Customer Success Manager, Account Manager, or similar role managing a portfolio, with a focus on Fortune 500 companies (or comparable top-tier clients in your company).

• Experience engaging with senior stakeholders in Large Enterprise organizations.

• Comfort in managing objections and a creative approach to resolving customer concerns.

🏝️ Benefits

• Complimentary healthcare coverage, including vision and dental.

• Generous 401k matching program.

• Flexible paid time off.

• Paid family leave.

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

• Snappy gifts for employee recognition and appreciation.