Senior Customer Success Programs Lead

Snap; New York (NY); On-site; USD 209,000 - 313,000; Full time

Benefits offered by this job

Comprehensive medical coverage

Paid parental leave

Equity eligibility

Job summary

Snap Inc. is seeking a senior contributor for the Scaled Solutions team to own strategic customer success programs across Sales, Marketing, Product, Engineering, Support, and Data Science.

You will drive cross-functional initiatives, codify workflows, and push scalable improvements to improve advertiser retention and sustainable revenue growth. You will lead and coach Scaled Solutions Specialists, partner with senior stakeholders, and translate insights into actionable enablement materials and

Qualifications

• Bachelor’s degree in business, marketing, communications, or related field, or equivalent experience.
• 10+ years of experience in consulting, digital media, customer success, program management, or related field.
• Demonstrated ability to lead cross-functional initiatives without formal reporting lines.
• Deep understanding of advertising performance metrics and the media ecosystem.

Responsibilities

• Design and scale customer success programs addressing advertiser challenges.
• Lead cross-functional initiatives and align voice of the advertiser with internal teams.
• Drive workflow improvements to increase efficiency and service quality.
• Own escalation governance for advertiser issues and regional blockers.
• Analyze feedback and market trends to shape strategy and prioritize initiatives.
• Collaborate with senior stakeholders to align priorities and develop enablement materials.
• Provide strategic leadership and coaching to Scaled Solutions Specialists.

Skills

Cross-functional leadership

Analytical mindset

Data-driven decisions

Presentation skills

Communication

Problem solving

Strategic programs

Workflow innovation

Advertising metrics

Stakeholder influence

Education

Bachelor’s degree or equivalent experience

Job description

Snap Inc. is seeking a senior contributor for the Scaled Solutions team to own strategic customer success programs across Sales, Marketing, Product, Engineering, Support, and Data Science.

You will drive cross-functional initiatives, codify workflows, and push scalable improvements to improve advertiser retention and sustainable revenue growth. You will lead and coach Scaled Solutions Specialists, partner with senior stakeholders, and translate insights into actionable enablement materials and