Prestige Customer Success Manager

Snappy•New York, NY

41d•$100,000 - $120,000•Remote

About The Position

As a Prestige Customer Success Manager, you will be a key team member at Snappy helping drive success and growth for Snappy’s Strategic customer segment. You’ll monitor the health of your book of business along every step of the customer journey, while working closely with our internal teams to ensure customers are engaging with and getting the most out of Snappy. You will partner closely with the Account Manager 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 and the ideal candidate is experienced in building and maintaining customer relationships, fearless when it comes to going above and beyond for customers, and is a true team player.

Requirements

Bachelor’s degree in a relevant field or equivalent practical experience
6+ 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, primarily focused on Fortune500 companies (or equivalent top-tier customers in your organization)
Experience working with senior stakeholders at Large Enterprise organizations
No fear when it comes to handling objections and thinking of creative ways to address customer concerns
Passionate about providing a world-class customer experience
Detail-oriented, organized, and manage your time efficiently
A strong team player who thrives in a fast paced startup environment
Someone with a can-do attitude who is excited to embrace change

Responsibilities

Manage a book of business of Large Enterprise customers who each spend approximately $100k+/year
Exceed monthly, quarterly, and annual targets for gift spend
Build and grow strategic and long-term relationships with multiple stakeholders at each customer in your book of business. While this team often has fewer logos in their books, these customers can be fairly decentralized with a high number of stakeholders.
Support and execute the onboarding and activating 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
Collaborate with your sales partners to identify and build relationships with high-level stakeholders to centralize decision-making in decentralized, high-spend logos
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 identity 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 for any customer issue escalation, and work with our internal teams towards resolution
Leverage and analyze data in our internal reporting tools to best understand and engage with your book of business, as well as diagnose areas for improvement in product adoption.
Convey product feedback to our partnering technical teams to contribute to the success of our product roadmap