TL;DR

Snappt is in need of an ambitious Customer Success Manager (CSM) to join our team our expanding Customer Experience organization. In this innovative role, you will have a seat at the table to shape the future of our customer-centric approach through the development and implementation of new Customer Success playbooks & processes. 

Who we are

We are a Series A, well-funded tech startup that is kicking ass and taking names. In just two short years, we have captured nearly 10% market share… because our fraud detection technology is saving our customers millions, soon to be billions of dollars.

We are a founder-led organization, passionate about building a company with awesome people and a relentless focus on the customer. And as cliche as it may sound, we walk the walk and stand behind our Core Values and how we treat one another.

We are a team of 80, soon to be 100. If you’re like us and think you have what it takes to join us, keep reading!

What we do

We stop the bad guys. Since 2020, we have saved our customers over $150MM in potential losses. 

The Snappt platform leverages our proprietary algorithm to effectively and efficiently identify tampered or altered documents used for income or financial verification. For example, this empowers property managers and owners to avoid costly evictions (and the associated bad debt.) 

Who you are

• You are passionate; you throw your energy and conviction into the work you do.  
• You are naturally curious; you have an innate desire to understand people and help solve their problems.
• You are collaborative; you thrive in environments where people work together to create winning solutions.
• You commit to self-development and personal growth; you pursue your personal and professional interests with energy and enthusiasm.
• You assume positive intent; you believe your teammates and customers come from a place of good intention.

What you will do

• Customer Relationship Management: Build and maintain strong relationships with our customers to understand their unique needs, challenges, and goals. Proactively engage with customers to ensure they receive exceptional service and support throughout their journey.
• Customer Advocacy: Collect feedback, insights, and pain points from customers to influence product development, marketing, and other strategic decisions.
• Customer Retention & Growth: Identify expansion and upsell opportunities within the existing customer base. Work towards maximizing customer retention rates by monitoring customer health, analyzing customer performance metrics, and providing proactive solutions.
• Cross Functional Teamwork: Work closely with Sales, Marketing, Product, and Operations teams to align Customer Success initiatives with overall business objectives.
• Collaboration with our Client Support Team: Be a team player by offering hands-on assistance to our Client Support team, as needed.. 
• Process Improvement: Continuously analyze current processes and identify areas to optimize and streamline business operations.
• Training & Enablement: Participate in training and enablement programs for customers, empowering them to achieve their desired outcomes and maximize the value of our products or services.
• Customer Success Planning: Collaborate with leadership to define Customer Success goals, KPI’s, and strategies.
• Playbook Creation: Design and execute Customer Success playbooks, including customer onboarding, proactive growth engagement, expansion opportunities, and customer health.

What you bring

• 2-3 years experience in Customer Success with a background in managing a portfolio of top tier clients, utilizing playbooks to enhance the customer journey, uncovering cross-sell/upsell opportunities, and leveraging technology to drive operational efficiency.
• Excellent communication skills (written & verbal) with the ability to explain technical concepts to non-technical clients.
• A role up your sleeves and get things done attitude, with the ability to be flexible, try new things, and pivot when needed.
• Proficiency in CRM systems, ticketing platforms, and data manipulation; Prior experience with Salesforce & ChurnZero a plus.
• Strong data analysis skills to interpret customer metrics and drive data-informed decisions.
• An empathetic mindset with the ability to understand complex customer challenges and provide innovative solutions.
• Willingness to work collaboratively with cross-functional teams and be the voice of the customers when sharing customer feedback.
• Previous experience in the multifamily industry or property tech is a plus.

Where you’ll work

Snappt is a remote-first organization. 

We don’t have an office. So if you’re accountable and do high-quality work...do it from anywhere. You can also expect to see your teammates throughout the year IRL, at company-supported retreats and events.

We are an Equal Opportunity Employer 

We believe the best ideas come from working with people of different backgrounds and unique perspectives.

We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws.

This policy applies to all employment practices within our organization, including hiring, recruiting, promotion, termination, layoff, recall, leave of absence, compensation, benefits, training, and apprenticeship. Snappt makes hiring decisions based solely on qualifications, merit, and business needs at the time.

Salary Range: $80,000-$85,000