SMC Scaled Solutions

Position: Staff, SMC Scaled Solutions
Snap Inc is a technology company. We believe the camera presents the greatest opportunity to improve the way people live and communicate. Snap contributes to human progress by empowering people to express themselves, live in the moment, learn about the world, and have fun together.

The Company operates Snapchat, a visual messaging app that enhances your relationships with friends, family, and the world, and Specs Inc., a wholly-owned subsidiary dedicated to making computing more human, in addition to Bitmoji, Saturn, and other digital services.

Snap’s Scaled Solutions team is focused on driving scalable solutions, strong outcomes and a positive post-sale experience to Snap’s Global Audience of Small and Mid-sized advertisers. One core way our team supports both our sellers and their clients is via Customer Success Workflows, which operationalizes and outsources categorized groups of related tasks focused on customer success and retention. We’re looking for a senior contributor who excels at managing complexity, maintaining a relentless customer focus, and driving results across the organization.

This role will own strategic programs, lead workflow innovation, and foster cross-functional collaboration to enhance advertiser retention and growth. The ideal candidate brings a proven track record of managing complex cross-functional initiatives across groups such as Sales, Marketing, Product, Engineering, Support, and Data Science.

What You’ll DoDesign, implement, and scale customer success programs that address key advertiser challenges, improve retention and satisfaction, and support sustainable revenue growth for small and mid-sized advertisers.

Lead strategic cross-functional initiatives across Sales, Product, Marketing, Data Analytics, Technical Ad Support, Ad Policy, Accounts Receivable, and Vendor Management—representing the voice of the advertiser and Sales while establishing clear ownership, alignment, and ways of working.

Drive operational excellence and workflow innovation by identifying friction, partnering XFN to define support processes and service levels, and implementing scalable improvements that increase efficiency and service quality.

Own escalation strategy and governance for critical advertiser issues, regional blockers, and P0/P1 escalations, coordinating rapid resolution and engaging senior leadership when needed.

Use customer, market, and performance insights to shape strategy, analyzing feedback, industry trends, and program performance to identify opportunities, evaluate solutions, prioritize initiatives, and continuously improve Snap’s customer success approach.

Partner with and influence senior stakeholders across Sales and cross-functional teams to align internal priorities with advertiser needs and business goals, while developing clear regional communications, enablement materials, and advocacy frameworks.

Provide strategic leadership and coaching to Scaled Solutions Specialists, serving as a senior individual contributor who guides high-quality execution, problem solving, and scalable advertiser experiences.

Knowledge, Skills & Abilities Strong ability to manage complexity and navigate ambiguous, high-impact challenges across multi-layered organizations.

Deep customer focus with a proven track record of driving results through strategic program ownership and workflow innovation without requiring direct people management authority.

Strong analytical mindset with the ability to leverage data for decision-making.

Expertise in media management, campaign diagnostics, and optimization within biddable auction advertising environments.

Excellent communication skills, with the ability to influence and collaborate with stakeholders at all levels.

High comfort with and passion for data-driven decision-making.

Experience designing and implementing scalable customer success programs.

Passion for continuous learning, innovation, and operational efficiency.

Strong presentation skills, with the ability to communicate effectively with senior leadership.

Minimum Qualifications Bachelor’s degree in business, marketing, communications, or a related field, or equivalent experience.
10+ years of experience in consulting, digital media, customer success, program management, or a related field

Preferred Qualifications Demonstrated ability to lead cross-functional teams without formal authority to drive business impact.

Deep understanding of advertising performance metrics and the media ecosystem.

Proven track record in…