Staff, SMC Scaled Solutions
About The Position
Snap Inc. is a technology company focused on improving how people live and communicate through its camera-centric products. The company operates Snapchat, Bitmoji, and other digital services. 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 across various departments like 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 that address key advertiser challenges, improve retention and satisfaction, and support sustainable 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—representing the voice of the advertiser and Sales while establishing clear ownership, alignment, and ways of working.
- Drive operational excellence and workflow innovation by identifying friction, partnering XFN to define support processes and service levels, and implementing scalable improvements that increase efficiency and service quality.
- Own escalation strategy and governance for critical advertiser issues, regional blockers, and P0/P1 escalations, coordinating rapid resolution and engaging senior leadership when needed.
- Use customer, market, and performance insights to shape strategy, analyzing feedback, industry trends, and program performance to identify opportunities, evaluate solutions, prioritize initiatives, and continuously 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, while developing clear regional communications, enablement materials, and advocacy frameworks.
- Provide strategic leadership and coaching to Scaled Solutions Specialists, serving as a senior individual contributor who guides high-quality 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)
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What This Job Offers
Job Type
Full-time
Career Level
Senior
