Enterprise Customer Success Manager

Caraa; United States; On-site; USD 85,000 - 100,000; Full time

Benefits offered by this job

Free healthcare (vision & dental)

401k match

Flexible PTO

Paid family leave

Snappy Summer Fridays

Employee gifts for recognition

Job summary

Snappy is seeking an Enterprise Customer Success Manager to join our Customer Success Team. You will own the health and revenue performance of your book of business across the full customer journey, partnering with internal teams to ensure customers are deeply engaged with Snappy's platform.

You will build and maintain relationships with multiple stakeholders, onboard new customers from expansions, and drive-upsell opportunities while using AI tools to surface risks and opportunities and

Qualifications

• 5+ years in a customer-facing SaaS/tech role.
• Experience managing a book of business with revenue responsibility.
• Bachelor's degree or equivalent practical experience.

Responsibilities

• Manage a book of Enterprise customers with $15k–$100k annual spend, responsible for NRR and retention.
• Exceed monthly, quarterly, and annual targets.
• Build long-term relationships with multiple stakeholders.
• Onboard and activate new customers from expansions.
• Conduct cadence calls to ensure value and share best practices.
• Identify and drive upsells for gifting campaigns.
• Lead executive business reviews to track progress toward goals.
• Drive retention outreach to secure year-over-year campaigns.
• Collaborate with internal operations to fulfill customer requests.
• Act as main contact for escalations and coordinate resolutions.
• Leverage AI tools and reporting to analyze your book and surface risks and opportunities.
• Convey product feedback to roadmap conversations.

Skills

Customer success

Account management

SaaS experience

Relationship building

Education

Bachelor's degree or equivalent practical experience

Job description

JOB TITLE:
Enterprise Customer Success Manager

Location:
Remote – U.S.

Compensation:
We feel passionately about transparency in compensation. Total compensation for this role is market competitive, offering a base salary range of $85,000–$100,000, with an quarterly target bonus.

About the Role

Snappy is looking for an Enterprise Customer Success Manager 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 Snappy's Enterprise customer segment. 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 Enterprise Account Management 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.

You Will:

• Manage a book of business of Enterprise customers who each spend approximately $15k–$100k/year, with direct accountability for NRR and retention outcomes

• Exceed monthly, quarterly, and annual targets

• Build and grow strategic, long-term relationships with multiple stakeholders at each customer in your book of business

• 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

• 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 to resolve

• 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 product and engineering partners to contribute to our roadmap

You Have:

• Bachelor's degree in a relevant field or equivalent practical experience

• 5+ 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

You are:

• 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 who takes initiative and is excited to embrace change

Snappy is the award-winning, all-in-one gifting company that spreads joy, shares gratitude, and takes the guesswork out of gifting.

Founded in 2015, Snappy was named one of Inc.’s fastest-growing companies in the Northeast in 2021, 2022, and 2023. Snappy is the trusted gifting and swag partner to over 43% of Fortune 100 companies as well as thousands of individuals who use Snappy for personal gifting. Snappy has sent more than five million gifts worldwide.

Snappy thrives on connecting people and cultivating meaningful relationships through the power of gratitude and gifting. Our recipient-picks experience ensures gift-givers send the perfect gift every time, for everyone, on every occasion. Snappy has been featured on Fortune’s "Best Small & Medium Workplaces," "Best Workplace for Millennials," and "Best Workplace in Tech" lists.

We've seen firsthand that our unique product and brand experience boosts employee morale, improves performance, and (most importantly!) spreads joy, so, of course, we practice what we preach! Here at Snappy, we believe wholeheartedly in building a culture of appreciation, dedication, and fun. We offer benefits and perks to our employees including but not limited to: Free healthcare, including vision and dental, generous 401k match, flexible PTO, paid family leave, Snappy Summer Fridays (which we enjoy year-round!) and Snappy gifts for employee recognition and appreciation.

Snappy's stance on diversity, equity and inclusion, its active focus on give-back programs, and its fundamental mission to spread joy through the power of gifting all lead the way in unlocking the power of human kindness at work.

Snappy is an equal opportunity employer. We are committed to building an inclusive workplace and do not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, genetic information, or any other characteristic protected by applicable federal, state, or local law. Snappy provides reasonable accommodations to qualified individuals with disabilities throughout the application and employment process. If you need an accommodation to participate in the hiring process, please contact [e-mail].

Information collected and processed as part of your Snappy hiring process, including as part of your Snappy career profile and in any job applications you choose to submit, is subject to Snappy Recruitment Privacy Notice