Strategic CSM

Job Description

JOB TITLE:Strategic CSM

Location:Remote – U.S.

Compensation:We feel passionately about transparency in compensation. Total compensation for this role is market competitive, offering a base salary range of $100,000–$120,000, with a quarterly target bonus.

About the Role

Snappy is looking for a Strategic CSM to join our Customer Success Team.In this role, you will be a key team member in the Customer Success organization driving retention, growth, and measurable outcomes for a few of Snappy's largest customers. You'll own the health and revenue performance of your book of business across the full customer journey, while working closely with internal teams to ensure customers are deeply engaged with and getting value from Snappy. You will partner closely with the Account Manager team in creating, building, and maintaining company-wide employee recognition programs among your customer base. We're looking for individuals with proven success in an environment of constant change and ambiguity — the ideal candidate is experienced in building and maintaining customer relationships, fearless when it comes to going above and beyond for customers, and is someone who embraces AI and modern tooling to work smarter and move faster.

You Will:

• 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

You Have:

• 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

You are:

Snappy is the award-winning, all-in-one gifting company that spreads joy, shares gratitude, and takes the guesswork out of gifting.

Founded in 2015, Snappy was named one of Inc.’s fastest-growing companies in the Northeast in 2021, 2022, and 2023. Snappy is the trusted gifting and swag partner to over 43% of Fortune 100 companies as well as thousands of individuals who use Snappy for personal gifting. Snappy has sent more than five million gifts worldwide.

Snappy thrives on connecting people and cultivating meaningful relationships through the power of gratitude and gifting. Our recipient-picks experience ensures gift-givers send the perfect gift every time, for everyone, on every occasion.Snappy has been featured on Fortune’s "Best Small & Medium Workplaces," “Best Workplace for Millennials,” and “Best Workplace in Tech” lists.

We've seen firsthand that our unique product and brand experience boosts employee morale, improves performance, and (most importantly!) spreads joy, so, of course, we practice what we preach! Here at Snappy, we believe wholeheartedly in building a culture of appreciation, dedication, and fun.

Snappy's stance on diversity, equity and inclusion, its active focus on give-back programs, and its fundamental mission to spread joy through the power of gifting all lead the way in unlocking the power of human kindness at work.

We are committed to building an inclusive workplace and do not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, genetic information, or any other characteristic protected by applicable federal, state, or local law. If you need an accommodation to participate in the hiring process, please contact hanna.tsyrlin@snappy.com.

Information collected and processed as part of your Snappy hiring process, including as part of your Snappy career profile and in any job applications you choose to submit, is subject to Snappy Recruitment Privacy Notice

• Passionate about delivering measurable customer outcomes and driving revenue growth, not just satisfaction
• Curious about and comfortable with AI — you actively use AI tools in your day-to-day and are excited to explore how they can make you a more effective CSM
• Detail-oriented, organized, and manage your time efficiently
• A strong team player who thrives in a fast-paced startup environment
• Someone with a can-do attitude who is excited to embrace change