Manager, Customer Success

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 its AR glasses, Spectacles.

Snap’s Customer Success 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 Manager, Customer Success who will lead a high-performing team of Customer Success Specialists across various levels, drive complex cross-functional initiatives, and own strategic programs that enhance advertiser retention and growth. The ideal candidate brings experience building scalable customer solutions, and owning outcomes, and working across a wide array of cross-functional groups such as Sales, Marketing, Product, Engineering, Support and Data Science. 

What You’ll Do

• Lead, coach, and develop a high-performing team of Customer Success Specialists to deliver exceptional, scalable advertiser experiences that drive business impact.

• Design, implement, and scale customer success programs that improve advertiser retention, satisfaction, and revenue growth.

• Serve as a key escalation point for customer challenges, ensuring swift and effective resolutions.

• Partner closely with Sales Leadership to align customer success initiatives with revenue goals and advertiser needs.

• Drive operational excellence by identifying and implementing process improvements that increase efficiency and service quality.

• Collaborate with cross-functional teams—including Product, Marketing, Sales, Data Analytics, and Vendor Management—to refine workflows, enhance advertiser support, and optimize team performance.

• Develop operational plans, analyze customer and market insights, and evaluate solution effectiveness.

• Identify and resolve key customer challenges by defining a vision, developing solutions, and establishing service levels to drive outcomes for small and mid-sized advertisers.

• Analyze customer feedback, industry trends, and performance metrics to continuously improve Snap’s customer success strategy.

• Advocate for advertisers, ensuring their needs are represented in internal discussions and future program development.

• Effectively communicate with and influence stakeholders at all levels, including executives.

Knowledge, Skills & Abilities

• Proven leadership skills with experience managing and mentoring high-performing teams.

• Ability to influence stakeholders and drive change across teams, fostering new approaches and behavioral shifts.

• 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.