Strategic CSM

Snappy•New York, NY

13d•$100,000 - $120,000•Remote

About The Position

Snappy is looking for a Strategic CSM 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 a few of Snappy's largest customers. 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. 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 — the ideal candidate is experienced in building and maintaining customer relationships, fearless when it comes to going above and beyond for customers, and is someone who embraces AI and modern tooling to work smarter and move faster.

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 Fortune 500 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 creatively about how to address customer concerns

Nice To Haves

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 with a can-do attitude who is excited to embrace change

Responsibilities

Manage a book of business of a few Large Enterprise customers, with direct accountability for NRR and retention outcomes
Exceed monthly, quarterly, and annual targets for gift spend
Build and grow strategic, long-term relationships with multiple stakeholders at each customer in your book of business. While this team often has fewer logos, these customers can be fairly decentralized with a high number of stakeholders.
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
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 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 towards resolution
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 partnering technical teams to contribute to the success of our product roadmap