Prestige Customer Success Manager

Location:

US, Remote (East Coast Preferred)

Hours:

9am-6pm EST. We strive to create a supportive and flexible working environment for all team members. This role will play a key part in our holiday time during Q4 (our busiest and most exciting time of year) and hours during this time may be longer than the rest of the year.

Compensation:
Total compensation for this role is market competitive, including a base salary range of $,000, plus performance based variable.

As a Prestige Customer Success Manager, you will be a key team member at Snappy helping drive success and growth for Snappy’s Strategic customer segment. You’ll monitor the health of your book of business along every step of the customer journey, while working closely with our internal teams to ensure customers are engaging with and getting the most out of 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 and the ideal candidate is experienced in building and maintaining customer relationships, fearless when it comes to going above and beyond for customers, and is a true team player.

• Manage a book of business of Large Enterprise customers who each spend approximately $100k+/year
• Exceed monthly, quarterly, and annual targets for gift spend
• Build and grow strategic and long-term relationships with multiple stakeholders at each customer in your book of business. While this team often has fewer logos in their books, these customers can be fairly decentralized with a high number of stakeholders.
• Support and execute the onboarding and activating 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 for any customer issue escalation, and work with our internal teams towards resolution
• Leverage and analyze data in our internal reporting tools to best understand and engage with your book of business, as well as diagnose areas for improvement in product adoption.
• Convey product feedback to our partnering technical teams to contribute to the success of our product roadmap

• 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 of creative ways to address customer concerns

• Passionate about providing a world‑class customer experience
• 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

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…