[Hiring] Enterprise Customer Success Manager @Snappy

Role Description

Snappy is looking for an Enterprise Customer Success Manager to join our Customer Success Team. In this role, you will be a key team member in the Customer Success organization driving retention, growth, and measurable outcomes for Snappy's Enterprise customer segment. You'll own the health and revenue performance of your book of business across the full customer journey, while working closely with internal teams to ensure customers are deeply engaged with and getting value from Snappy.

You will partner closely with the Enterprise Account Management team in creating, building, and maintaining company-wide employee recognition programs among your customer base. We're looking for individuals with proven success in an environment of constant change and ambiguity — the ideal candidate is experienced in building and maintaining customer relationships, fearless when it comes to going above and beyond for customers, and is someone who embraces AI and modern tooling to work smarter and move faster.

• Manage a book of business of Enterprise customers who each spend approximately $15k–$100k/year, with direct accountability for NRR and retention outcomes
• Exceed monthly, quarterly, and annual targets
• Build and grow strategic, long-term relationships with multiple stakeholders at each customer in your book of business
• Onboard and activate new customers coming into your book from expansions and graduations from our onboarding team
• Conduct cadence calls with your customers to regularly ensure they're getting value from their Snappy platform and sharing best practices as an employee recognition expert
• Identify and drive upsells for your customers to launch additional gifting campaigns
• Lead executive business reviews with customers to review progress towards their goals and outcomes, and identify challenges to mitigate moving forward
• Drive retention campaign outreach and execution to ensure campaigns come back year after year
• Collaborate with internal operations partners to execute on customer program requests
• Act as the main point of contact for any customer issue escalation, and work with our internal teams to resolve
• Leverage AI tools and internal reporting to analyze your book, surface risks and opportunities, and prioritize the highest-impact customer actions
• Convey product feedback to our product and engineering partners to contribute to our roadmap

Qualifications

• Bachelor's degree in a relevant field or equivalent practical experience
• 5+ years of experience in a customer-facing role at a SaaS/tech company
• Experience as a Customer Success Manager, Account Manager, or related role managing a book of business

Requirements

• Passionate about delivering measurable customer outcomes and driving revenue growth, not just satisfaction
• Curious about and comfortable with AI — you actively use AI tools in your day-to-day and are excited to explore how they can make you a more effective CSM
• Detail-oriented, organized, and manage your time efficiently
• A strong team player who thrives in a fast-paced startup environment
• Someone who takes initiative and is excited to embrace change

Benefits

• Free healthcare, including vision and dental
• Generous 401k match
• Flexible PTO
• Paid family leave
• Snappy Summer Fridays (which we enjoy year-round!)
• Snappy gifts for employee recognition and appreciation

Company Description

Snappy is the award-winning, all-in-one gifting company that spreads joy, shares gratitude, and takes the guesswork out of gifting. Founded in 2015, Snappy was named one of Inc.’s fastest-growing companies in the Northeast in 2021, 2022, and 2023. Snappy is the trusted gifting and swag partner to over 43% of Fortune 100 companies as well as thousands of individuals who use Snappy for personal gifting. Snappy has sent more than five million gifts worldwide.

Snappy thrives on connecting people and cultivating meaningful relationships through the power of gratitude and gifting. Our recipient-picks experience ensures gift-givers send the perfect gift every time, for everyone, on every occasion. Snappy has been featured on Fortune’s "Best Small & Medium Workplaces," “Best Workplace for Millennials,” and “Best Workplace in Tech” lists.

We've seen firsthand that our unique product and brand experience boosts employee morale, improves performance, and (most importantly!) spreads joy, so, of course, we practice what we preach! Here at Snappy, we believe wholeheartedly in building a culture of appreciation, dedication, and fun.