Strategic Customer Success Manager

Snappy

Strategic CSM responsible for managing key customer relationships at Snappy. Focused on driving retention, growth, and measurable outcomes for large enterprise clients.

Posted 7/30/2026full-timeRemote • 🇺🇸 United StatesMid-LevelSenior💰 $100,000 - $120,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in managing large enterprise customer relationships, driving retention and upsell strategies, and leveraging data analytics to enhance customer value. Proven ability to collaborate with cross-functional teams and engage with senior stakeholders to achieve business objectives.

Highest-signal resume keywords

Customer Success ManagementStakeholder EngagementRetention Strategy DevelopmentData Analytics UtilizationSaaS Industry Experience

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer Relationship ManagementAccount ManagementUpselling TechniquesBusiness Review LeadershipCustomer Onboarding

Soft Skills

Creative Problem SolvingCommunication SkillsRelationship BuildingObjection HandlingCollaboration

Tools & Technologies

AI ToolsReporting SoftwareSaaS Platforms

Certifications & Qualifications

Bachelor's Degree

Industry Keywords

Large EnterpriseFortune 500Customer RetentionEmployee RecognitionCustomer Success

About the role

Key responsibilities & impact

Manage a book of business of a few Large Enterprise customers, with direct accountability for NRR and retention outcomes
Exceed monthly, quarterly, and annual targets for gift spend
Build and grow strategic, long-term relationships with multiple stakeholders at each customer in your book of business. While this team often has fewer logos, these customers can be fairly decentralized with a high number of stakeholders.
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
Collaborate with your sales partners to identify and build relationships with high-level stakeholders to centralize decision-making in decentralized, high-spend logos
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 towards resolution
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 partnering technical teams to contribute to the success of our product roadmap

Requirements

What you’ll need

Bachelor's degree in a relevant field or equivalent practical experience
6+ 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, primarily focused on Fortune 500 companies (or equivalent top-tier customers in your organization)
Experience working with senior stakeholders at Large Enterprise organizations
No fear when it comes to handling objections and thinking creatively about how to address customer concerns

Benefits

Comp & perks

Free healthcare, including vision and dental
Generous 401k match
Flexible PTO
Paid family leave
Snappy Summer Fridays (which we enjoy year-round!)
Snappy gifts for employee recognition and appreciation