Enterprise Customer Success Manager

Snappy

Enterprise Customer Success Manager focusing on retention and revenue in the SaaS space. Collaborating with clients to enhance employee recognition through gifting solutions.

Posted 7/30/2026full-timeRemote • 🇺🇸 United StatesMid-LevelSenior💰 $85,000 - $100,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in managing enterprise customer relationships, driving retention and upsell strategies, and leveraging data analytics to enhance customer success outcomes. Proven ability to collaborate with cross-functional teams and communicate effectively with stakeholders to ensure customer satisfaction and product alignment.

Highest-signal resume keywords

Customer Success ManagementAccount ManagementEnterprise Customer Relationship BuildingData Analytics for Customer InsightsRetention Strategy Development

ATS Keywords

Tailor your resume

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

Customer Relationship ManagementUpselling StrategiesSaaS ExperienceBusiness Review LeadershipCustomer OnboardingCampaign ExecutionValue Delivery AnalysisRisk IdentificationStakeholder EngagementProduct Feedback Conveyance

Soft Skills

CommunicationCollaborationProblem-SolvingRelationship ManagementCustomer Advocacy

Tools & Technologies

AI ToolsInternal Reporting SystemsCustomer Success Platforms

Industry Keywords

Enterprise CustomersNet Revenue RetentionSaaSTech IndustryEmployee Recognition

About the role

Key responsibilities & impact

Manage a book of business of Enterprise customers who each spend approximately $15k–$100k/year, with direct accountability for NRR and retention outcomes
Exceed monthly, quarterly, and annual targets
Build and grow strategic, long-term relationships with multiple stakeholders at each customer in your book of business
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
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 to resolve
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 product and engineering partners to contribute to our roadmap

Requirements

What you’ll need

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

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