Snappy - Enterprise Customer Success Manager

• Manage a book of business of Enterprise customers who each spend approximately $15k–$100k/year, with direct accountability for NRR and retention outcomes • Exceed monthly, quarterly, and annual targets • Build and grow strategic, long-term relationships with multiple stakeholders at each customer in your book of business • 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 • 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 to resolve • 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 product and engineering partners to contribute to our roadmap • Detail-oriented, organized, and manage your time efficiently • A strong team player who thrives in a fast-paced startup environment • Someone who takes initiative and 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 https://cts.businesswire.com/ct/CT?id=smartlink&url=https%3A%2F%2Fwww.snappy.com%2Fposts%2Fsnappy-named-fastest-growing-company-in-the-northeast-for-second-year-in-a-row%3Futm_source%3Dlinkedin%26utm_medium%3Dsocial%26utm_campaign%3DSnappy-named-fastest-growing-company-in-the-Northeast-for-second-year-in-a-row&esheet=52843646&newsitemid=20220831005146&lan=en-US&anchor=fastest-growing+company&index=3&md5=488b0bc793e44e73caa6fdb66b7bbddd 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 http://www.snappygifts.com/. 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. We offer benefits and perks to our employees including but not limited to: Free healthcare, including vision and dental, generous 401k match, flexible PTO, paid family leave, Snappy Summer Fridays (which we enjoy year-round!) and Snappy gifts for employee recognition and appreciation. • 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.