Enterprise Customer Success Manager

About the role

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.

Responsibilities

• 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

Requirements

• 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

Qualifications

• 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

Skills

• Customer relationship management
• Account management
• AI and modern tooling
• Product feedback

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

Pay

Total compensation for this role is market competitive, offering a base salary range of $85,000–$100,000, with an quarterly target bonus.

Schedule

The role is remote – U.S.