Remote Enterprise CSM — Drive Retention & Growth

Snappy; New York (NY); 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

Job summary

Snappy is seeking an Enterprise Customer Success Manager to steward a book of enterprise clients, driving retention and growth across the full customer journey. You will partner with Enterprise Account Management to design and scale employee recognition programs.

You will own health and revenue metrics, conduct business reviews, identify upsells, and leverage AI and reporting to surface risks and opportunities. Remote, US-based opportunity with a startup mindset.

Qualifications

• 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.

Responsibilities

• Manage a book of business of Enterprise customers with strategic importance and retention focus.
• Exceed monthly, quarterly, and annual targets.
• Build and grow strategic relationships with multiple stakeholders at each customer.
• Onboard and activate new customers from expansions and graduations from onboarding team.
• Conduct cadence calls to ensure customers derive value and share best practices.
• Identify and drive upsells for launching additional gifting campaigns.
• Lead executive business reviews to track progress and resolve challenges.
• Drive retention campaign outreach and ensure campaigns recur yearly.
• Collaborate with internal operations to fulfill customer requests.
• Act as main contact for issue escalation and resolution.
• Leverage AI tools and internal reporting to surface risks and opportunities.

Skills

SaaS experience

Customer success

Account management

Relationship building

AI tooling

Education

Bachelor's degree or equivalent

Tools

CRM software

Job description

Snappy is seeking an Enterprise Customer Success Manager to steward a book of enterprise clients, driving retention and growth across the full customer journey. You will partner with Enterprise Account Management to design and scale employee recognition programs.

You will own health and revenue metrics, conduct business reviews, identify upsells, and leverage AI and reporting to surface risks and opportunities. Remote, US-based opportunity with a startup mindset.