Enterprise Customer Success Manager

Enterprise Customer Success Manager (CSM)

Location: Remote (U.S.)

Role overview

Own retention and growth outcomes for Snappy’s Enterprise customer segment. You will manage the health and revenue performance of a book of business across the full customer journey, ensuring customers are engaged and receiving value from Snappy.

Responsibilities

• Manage an Enterprise customer book where customers spend ~$15k–$100k/year, with direct accountability for NRR and retention
• Exceed monthly, quarterly, and annual targets
• Build strategic, long-term relationships with multiple stakeholders per customer
• Onboard and activate new customers coming from expansions and graduations
• Run customer cadence calls to confirm value adoption and share best practices
• Drive upsells by identifying opportunities to launch additional gifting campaigns
• Lead executive business reviews to track progress, goals, and outcomes
• Execute retention campaigns so they return year after year
• Partner with internal operations to fulfill customer program requests
• Serve as the main point of contact for escalations and coordinate resolution internally
• Use AI tools and internal reporting to analyze your book, surface risks/opportunities, and prioritize actions
• Provide product feedback to product and engineering to influence the roadmap
• Partner with Enterprise Account Management to create and maintain employee recognition programs across customers

Requirements

• Bachelor’s degree (or equivalent practical experience)
• 5+ years in a customer-facing role at a SaaS/tech company
• Experience as a Customer Success Manager, Account Manager, or similar role managing a book of business

Nice-to-haves / traits

• Comfortable using AI in day-to-day work and eager to explore modern tooling
• Detail-oriented, organized, and able to manage time effectively
• Comfortable with ambiguity and change in a fast-paced startup environment
• Strong initiative-taking and stakeholder management mindset