Manager, Customer Success

TL;DR

Snappt is in need of a driven and pioneering Manager of Customer Success to join our expanding Customer Experience organization. In this role, you will lead a team of Customer Success Managers (CSMs) and help shape the future of our Customer Success organization through evolving our processes and systems to drive client satisfaction, retention, and revenue growth. You will partner with the Director of Customer Experience to scale our customer-centric approach to engaging and driving adoption within our strategic and mid-market customer segments.

Who we are

We are a Series A, well-funded tech startup that is kicking ass and taking names. In just two short years, we have captured nearly 10% market share… because our fraud detection technology is saving our customers millions, soon to be billions of dollars.

We are a founder-led organization, passionate about building a company with awesome people and a relentless focus on the customer. And as cliche as it may sound, we walk the walk and stand behind our Core Values and how we treat one another.

We are a team of 80+, soon to be 100! If you’re like us, and think you have what it takes to join us, keep reading.

What we do

We stop the bad guys. Since 2020, we have saved our customers over $150MM in potential losses. 

The Snappt platform leverages our proprietary algorithm to effectively and efficiently identify tampered or altered documents used for income or financial verification. For example, this empowers property managers and owners to avoid costly evictions (and the associated bad debt.) 

Who you are

Passionate:  You throw your energy and conviction into the work you do. 

Curious: You have an innate desire to understand people and help solve their problems.

Collaborative: You thrive in environments where people work together to create winning solutions.

Innovative: You have a knack for creating new processes and playbooks to uplevel your team.

Strategic: You are forward thinking, you see the bigger picture and can clearly map out departmental goals to help the broader organization deliver on business objectives.

Positive: You assume positive intent, believing your teammates and customers come from a place of good intention.

What you will do

• Team Leadership: Lead, mentor, and develop a team of Customer Success Managers to achieve their performance goals and career growth.
• Customer Relationship Management: Guide your team to build and maintain strong relationships with our customers, ensuring they receive strategic guidance and receive exceptional support.
• Customer Retention and Growth: Develop and execute strategies to maximize customer retention rates, identify expansion and upsell opportunities, and monitor account health.
• Departmental Strategic Planning: Collaborate with leadership to define and monitor Customer Success goals and KPIs. Develop strategies to evolve our CS motion to drive recurring impact and value realization within our customer segments.
• Cross Functional Teamwork: Partner with Sales, Marketing, Product, and RevOps to align Customer Success initiatives with overall business objectives.
• Process Improvement: Continuously analyze and optimize current processes to streamline business operations and improve the customer lifecycle.
• Training and Enablement: Oversee and iterate on existing training and enablement programs for customers, ensuring they achieve their desired outcomes and maximize the value of our product. Own the internal onboarding and ongoing training/soft skill development for your team of CSMs.
• Playbook Creation: Design and execute Customer Success playbooks, including customer onboarding, proactive growth engagement, expansion opportunities, and customer health.
• Analytics and Insights: Implement reporting and corresponding measurement/tracking to understand CSM portfolio performance, CSM activities, gross ARR churn, ARR/NRR forecasting, and expansion/upsell pipeline.  

What you bring

• 5 + years experience in Customer Success, with at least 2 years in a leadership role managing a team of CSMs
• Proven track record of growing and scaling a Customer Success team, driving client retention and net revenue growth
• Extensive knowledge of Customer Success strategies, best practices, and methodologies as it relates to the customer journey and lifecycle stages 
• Excellent communication skills (written and verbal) with the ability to clearly articulate departmental strategy, goals, and execution
• History of using data to inform strategy and execution and a disciplined approach to measurement and testing
• Proven ability to identify, hire, train, and develop top talent
• Comprehensive knowledge of current technologies in CRM, customer success engagement, conversational intelligence, and calendaring tools
• Empathetic mindset and a customer-centric approach to servicing both internal and external stakeholders 
• Natural curiosity for all aspects of the role, seeking deep understanding and increasing acumen of the business and industry
• Strong data analysis skill set  to interpret customer success and business metrics to drive data informed decisions on departmental growth and evolution
• Eagerness to work collaboratively with cross functional teams and be the voice of the customer success department to foster alignment and collaboration across GTM teams

Where you’ll work

Snappt is a remote-first organization. 

We actually don’t even have an office. So if you’re accountable and do high-quality work...do it from anywhere. You can also expect to see your teammates throughout the year IRL, at company-supported retreats and events.

We are an Equal Opportunity Employer 

We believe the best ideas come from working with people of different backgrounds and unique perspectives.

We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws.

This policy applies to all employment practices within our organization, including hiring, recruiting, promotion, termination, layoff, recall, leave of absence, compensation, benefits, training, and apprenticeship. Snappt makes hiring decisions based solely on qualifications, merit, and business needs at the time.

Annual Base Salary: 110k