Specialist Customer Success, SMC

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’s three core products are Snapchat, a visual messaging app that enhances your relationships with friends, family, and the world; Lens Studio, an augmented reality platform that powers AR across Snapchat and other services; and it's AR glasses, Spectacles.

Snap’s Customer Success team is focused on scaled post sales management via high-impact programs that deliver a positive post-sale experience to Snap’s global audience of Small and Medium-sized Customers. 

As a Customer Success team member you’ll execute and influence these programs and associated account management levers, informed with data. This includes working with teams that work to maintain our most strategic senior level customer relationships, while also scaling impact by identifying and operationalizing opportunities to outsource execution of repetitive tasks via Customer Success Workflows. Ultimately, your goal is to collaborate on high quality advertiser solutions, tools and programs for our customers, with predictable timelines across geographies. You’ll partner closely with engineering (sales tool engineering, business website engineering, and ads engineering) to devise and coordinate technical solutions to advertiser use-cases, including problems.  As the inaugural member of our team based in the Santa Monica office, you’ll manage complex client challenges and drive revenue growth via scaled strategies across our global customer base.

You will be able to go deep on technical solutions and contribute to long-term strategies that are critical for the health and success of our advertisers, influence cross-functional partners such as Engineering, Data Science, Marketing Science, Revenue Growth, Insights and Sales teams to help us improve the customer experience, and focus on high level strategic initiatives that will significantly impact revenue across the business. The ideal candidate will be an exceptionally strong analytical thinker who thrives in fast-paced and dynamic environments, can manage complex projects, and brings strong technical expertise and communication skills. You love and thrive on managing high-impact, complex technical programs.  

What you’ll do:

• Work on multiple cross-functional workflows, in collaboration with SMC, Engineering, Data Science, Marketing Science, Revenue Growth, Insights and Sales teams, that deliver scaled technical advertising solutions to customers.

• Work with teams to build robust advertiser use cases and perform comprehensive opportunity sizing to influence and advocate with Leadership and XFN based on client, vertical and business needs to drive revenue growth and foster strategic partnerships with our global customers.

• Assist with robust post sales account management, optimization, and the setup of best practices in a scaled manner to help our customers hit their business goals with Snap ads.

• Partner closely with engineering (sales tool engineering, business website engineering, and ads engineering) to create and influence technical solutions addressing the advertiser use cases. 

• Provide domain expertise to form workflow strategies, processes and execution plans, milestones, KPIs and manage risks.   

• Lead with teams and execute initiatives in partnership with internal stakeholders and identify opportunities to outsource repeatable tasks leveraging outsourced capacity. 

• Share best practices and promote a culture of learning, experimentation and problem solving to ultimately unblock advertisers. 

• Participate in feedback loops from clients to drive Product improvement initiatives, working closely with the Engineering and Data Science teams to demonstrate revenue impact to leadership to influence prioritization.

• Partner with our team to provide consultation to our strategic senior level customers and deliver the most optimal ad products. 

• Co-create scalable growth strategies by advising on product, technical, measurement capabilities and maximizing campaign performance to enhance and deliver on our client’s business goals.

• Leverage complex performance data to deliver impactful, data-driven business insights to influence account strategies and