Manager, Customer Success — SMB & Mid-Market

About the Role

Data Snipper is the intelligent automation platform purpose-built for audit and finance professionals. As we scale our customer base globally — across SMB and Mid-Market segments — we are looking for a Senior CS leader who can operate at both the strategic and execution layers of our business.

The Manager of Customer Success, SMB & Mid-Market is a critical leadership role responsible for owning two distinct but complementary customer segments. You will lead multiple teams of CSMs across different regions and languages, design segment-specific success motions, and act as a key voice of the customer to the broader organisation. You are expected to shape how CS is done at Data Snipper — not just run the playbook, but evolve it.

About Data Snipper

Audit and finance are still massively manual, and we are on a mission to change that. Data Snipper is a $1B bootstrapped unicorn with 600,000+ users across 180+ countries, already embedded in the daily workflows of top audit and accounting firms worldwide.

We build software that automates the repetitive, time-consuming work that holds audit and finance teams back. Our platform works in and outside of Excel, connecting to real documents and audit evidence so teams can work faster, with full traceability and confidence.

With AI and Agents at the core of our product vision, we are helping teams move from manual execution to intelligent, automated workflows. We are not just building software. We are transforming how audit gets done. If you want to build something category-defining at scale, this is the place.)

• Lead, coach, and develop multiple teams of SMB and Mid-Market CSMs, including team leads where applicable

• Build leadership and foster a culture of high performance, continuous feedback, and shared accountability across geographically distributed teams

• Recruit top CS talent aligned to the language and regional needs of each segment (e.g. DACH, EMEA, APAC, NAM)

• Own net revenue retention, customer health scores, and expansion targets across SMB and Mid-Market segments

• Design and evolve differentiated success motions: tech-touch and digital programs for SMB; more personalized, outcome-led engagement for Mid-Market

• Translate organizational strategy into segment-level operational plans with clear priorities, metrics, and accountability

• Balance short‑term commercial outcomes with long‑term customer health and lifetime value

• Build and continuously improve CS frameworks, onboarding playbooks, Q  structures, and digital engagement programs

• Lead the design of scalable success infrastructure that can support a growing, multilingual customer base

• Champion the adoption of tooling (e.g. Vitally, Hub Spot, Gong) to improve team efficiency and insight quality

• Partner with Sales on handoff quality, expansion pipeline, and segment‑specific GTM strategy

• Collaborate with Product to surface structured customer feedback that influences roadmap decisions

• Align with Marketing on customer campaigns, case studies, and segment‑specific content

• Represent the SMB and Mid‑Market customer base at a senior leadership level, advocating for their needs with authority and data

• Synthesize data across your teams to identify risks, opportunities, and performance patterns at scale

• Own forecasting and reporting for both segments presenting to leadership with clarity and confidence

• Proactively address cross‑team dependencies and escalations, resolving complexity at the right level

• 7+ years of SAAS customer experience, with at least 3–4 years in progressive management roles in B2B

• Demonstrated experience leading…