Senior Customer Success Lead, Cross-Functional Programs

SNAP, Inc.; Palo Alto (CA); On-site; USD 178,000 - 313,000; Full time

Job summary

Snap Inc. is seeking a senior contributor to lead Scaled Solutions programs and drive advertiser retention and growth for small and mid-sized advertisers.

You will own cross-functional initiatives spanning Sales, Product, Marketing, Data Analytics, and Support, while ensuring clear ownership and scalable processes. Responsibilities include designing customer success workflows, governance for critical issues, and using market insights to shape strategy and prioritize initiatives, coaching the

Qualifications

• Bachelor’s degree in business, marketing, communications, or related field.
• 10+ years of experience in consulting, digital media, customer success, program management, or related field.

Responsibilities

• Design, implement, and scale customer success programs addressing advertiser challenges, retention, satisfaction, and 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; representative voice of advertiser and Sales with clear ownership and ways of working.
• Drive operational excellence and workflow innovation by identifying friction, partnering with XFN to define processes and service levels, and implementing scalable improvements.
• Own escalation strategy and governance for critical advertiser issues, regional blockers, and P0/P1 escalations, coordinating rapid resolution with senior leadership when needed.
• Use insights from customers, markets, and performance to shape strategy, analyze feedback and trends to identify opportunities and prioritize initiatives.
• Partner with and influence senior stakeholders across Sales and cross-functional teams to align priorities with advertiser needs and goals, developing regional communications, enablement materials, and advocacy frameworks.
• Provide strategic leadership and coaching to Scaled Solutions Specialists to guide high-quality execution, problem solving, and scalable advertiser experiences.

Skills

Cross-functional collaboration

Customer success programs

Data analytics

Advertising metrics

Stakeholder influence

Program management

Communication

Education

Bachelor’s degree in business, marketing, communications, or related field

Job description

Snap Inc. is seeking a senior contributor to lead Scaled Solutions programs and drive advertiser retention and growth for small and mid-sized advertisers.

You will own cross-functional initiatives spanning Sales, Product, Marketing, Data Analytics, and Support, while ensuring clear ownership and scalable processes. Responsibilities include designing customer success workflows, governance for critical issues, and using market insights to shape strategy and prioritize initiatives, coaching the