Staff, SMC Scaled Solutions

Snap • San Francisco, NY

1d • Hybrid

About The Position

Snap Inc. is a technology company focused on improving how people live and communicate through its camera-centric products and services, including Snapchat, Bitmoji, and others. The Scaled Solutions team within Snap is dedicated to providing scalable solutions and positive post-sale experiences for small and mid-sized advertisers globally. This role is for a senior contributor who will manage complexity, maintain a customer focus, and drive results. The position involves owning strategic programs, leading workflow innovation, and fostering cross-functional collaboration to enhance advertiser retention and growth. The ideal candidate has a proven track record of managing complex cross-functional initiatives involving Sales, Marketing, Product, Engineering, Support, and Data Science.

Requirements

• Bachelor’s degree in business, marketing, communications, or a related field, or equivalent experience.
• 10+ years of experience in consulting, digital media, customer success, program management, or a related field.
• Strong ability to manage complexity and navigate ambiguous, high-impact challenges across multi-layered organizations.
• Deep customer focus with a proven track record of driving results through strategic program ownership and workflow innovation without requiring direct people management authority.
• Strong analytical mindset with the ability to leverage data for decision-making.
• Expertise in media management, campaign diagnostics, and optimization within biddable auction advertising environments.
• Excellent communication skills, with the ability to influence and collaborate with stakeholders at all levels.
• High comfort with and passion for data-driven decision-making.
• Experience designing and implementing scalable customer success programs.
• Passion for continuous learning, innovation, and operational efficiency.
• Strong presentation skills, with the ability to communicate effectively with senior leadership.

Nice To Haves

• Demonstrated ability to lead cross-functional teams without formal authority to drive business impact.
• Deep understanding of advertising performance metrics and the media ecosystem.
• Proven track record in problem-solving, analytical thinking, and developing data-driven strategies.
• Ability to influence teams in building solutions for small and mid-sized advertisers or other high-growth business segments.

Responsibilities

• Design, implement, and scale customer success programs to address advertiser challenges, improve retention and satisfaction, and support revenue growth for small and mid-sized advertisers.
• Lead strategic cross-functional initiatives across Sales, Product, Marketing, Data Analytics, Technical Ad Support, Ad Policy, Accounts Receivable, and Vendor Management, acting as the voice of the advertiser and Sales.
• Drive operational excellence and workflow innovation by identifying friction points, defining support processes and service levels with cross-functional partners, and implementing scalable improvements.
• Own escalation strategy and governance for critical advertiser issues and regional blockers, coordinating rapid resolution and engaging senior leadership when necessary.
• Utilize customer, market, and performance insights to shape strategy, analyze feedback, industry trends, and program performance to identify opportunities and improve Snap’s customer success approach.
• Partner with and influence senior stakeholders across Sales and cross-functional teams to align internal priorities with advertiser needs and business goals.
• Provide strategic leadership and coaching to Scaled Solutions Specialists as a senior individual contributor, guiding execution, problem-solving, and scalable advertiser experiences.

Benefits

• Paid parental leave
• Comprehensive medical coverage
• Emotional and mental health support programs
• Compensation packages that let you share in Snap’s long-term success (equity in the form of RSUs)

What This Job Offers

• Job Type: Full-time
• Career Level: Senior