Senior Customer Success Program Lead

Snap Inc.; New York, Northern (NY, KY); Hybrid; USD 209,000 - 313,000; Full time

Benefits offered by this job

Paid parental leave

Medical coverage

Mental health support programs

Equity opportunity

Job summary

Snap Inc. seeks a senior contributor to lead Scaled Solutions cross-functional programs, driving advertiser retention and growth for small and mid-sized advertisers.

You will own strategic programs, lead workflow innovations, and foster collaboration across Sales, Marketing, Product, Engineering, Support, and Data Science to deliver scalable advertiser experiences. The role emphasizes strategic leadership, operational excellence, and data-driven decision making, with a focus on reducing

Qualifications

• Bachelor’s degree or equivalent experience in a 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 for small and mid-sized advertisers.
• Lead cross-functional initiatives across Sales, Product, Marketing, Data Analytics, and Support.
• Define support processes and service levels with XFN partners to improve efficiency.
• Own escalation strategy and governance for advertiser issues, coordinating rapid resolution.
• Analyze feedback and performance data to identify opportunities and prioritize initiatives.

Skills

Cross-functional collaboration

Data-driven decisions

Analytical mindset

Advertising metrics

Stakeholder management

Strategic program ownership

Leadership without authority

Education

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

Job description

Snap Inc. seeks a senior contributor to lead Scaled Solutions cross-functional programs, driving advertiser retention and growth for small and mid-sized advertisers.

You will own strategic programs, lead workflow innovations, and foster collaboration across Sales, Marketing, Product, Engineering, Support, and Data Science to deliver scalable advertiser experiences. The role emphasizes strategic leadership, operational excellence, and data-driven decision making, with a focus on reducing