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Senior Customer Success Manager

Remote: 
Full Remote
Contract: 
Full time
Work from: 
United States

Offer summary

Qualifications:

5+ years of experience in a customer success role, preferably in enterprise software startups., Strong problem-solving, decision-making, and critical thinking skills., Excellent written and verbal communication skills, with a focus on change management and account management., Familiarity with software-as-a-service applications and knowledge of integration technologies like XML, REST, and SOAP..

Key responsabilities:

  • Serve as the primary contact for North America Central/East customers, managing technical and post-sale relationships.
  • Lead onboarding, training, and executive business reviews to enhance customer value and adoption.
  • Collaborate with sales and professional services to ensure effective project management and support.
  • Identify upsell opportunities and manage account renewals for a defined group of customers.

SnapLogic logo
SnapLogic Computer Software / SaaS SME http://www.snaplogic.com/
201 - 500 Employees
See all jobs

Job description

The Role: 

The Senior Customer Success Manager (CSM) will be responsible for assisting SnapLogic’s North America Enterprise customers in initial onboarding and use of the SnapLogic Intelligent Integration Platform.  This role will be a single point of contact for priority response and escalation management and will take proactive ownership of critical issues, helping drive to satisfactory resolution.  The CSM will be responsible for customer renewals and also assist SnapLogic’s sales teams to identify new upsell opportunities. 

This role will require expertise across a wide range of skill sets including problem solving, decision making, critical thinking, expert organization and prioritization, and cross-team collaboration.  You must demonstrate expert communications and change management skills, have broad experience with account management including renewals and upselling, and have a working knowledge of software-as-a-service applications. 

The Senior CSM is a unique role to contribute in a meaningful way to high visibility, high impact projects at a very exciting time for the company.  SnapLogic is an innovative, high-growth, customer-focused company in a large and growing market.  If you are an energetic, self-managed professional with experience managing complex customer environments and possess excellent presentation and listening skills, organization and contact management capabilities, we’d love to hear from you.

This role requires the candidate to live in the Central or Eastern United States, with the ability to travel to customer sites and to SnapLogic HQ in San Mateo, CA.  

What You'll Do:
  • Be named to SnapLogic’s North America Central/East customers and own the technical and post-Sale relationship with them.
  • Lead the onboarding, knowledge transfer and training efforts.
  • Conduct executive business reviews (EBRs) with customers to drive value from the solution and jointly plan for extending its use within the enterprise.
  • Work with Sales and Professional Services matrix resources to ensure proper technical guidance, project management and functional support.
  • Own the success and adoption of a defined group of accounts. This will include responsibility for renewal of account as well as identifying upsell opportunities.
  • Coordinate, as needed, with Product Management, Engineering, Sales, Sales Engineering, Professional Services.
  • Works with Development and Product Management teams to champion/prioritize customer bugs and feature requests.
  • Use information to report status back to customers in status updates/meetings/reports.
  • Understand when an incident needs to be escalated to the next level of support, senior leadership or to a vendor.
  • Continuous introduction of new products and features to customers.
  • Gather intelligent product feedback and recommendations from customers to design and inform new features and capabilities.

    • What We're Looking For:
  • 5+ years of experience in a similar role.
  • Ability to travel within the Central and Eastern US to customer sites.
  • Enthusiastic and high energy, but also poised, confident and professional.
  • Innovative and assertive, with the ability to pick up new technologies and assess situations quickly.
  • Track record of delivering results in a dynamic start-up environment.
  • Experience working cross functionally, ideally with Sales, Professional Services, Engineering and Product Management.
  • Strong sense of ownership and high attention to detail.
  • Creative and analytical problem-solving skills.
  • Excellent written and verbal communication skills.
  • Knowledge of XML, basic level understanding of REST and SOAP principles.
  • Knowledge of Salesforce, Workday, Hadoop, Oracle, SAP, integration and related technologies is beneficial.
  • Understanding of ETL pipelines using custom and packaged tools.
  • Proven success at enterprise software startups in a customer success role.
  • Proven ability to manage conflicting stakeholder interests effectively.
    • Why Join:

    There's never been a better time to join our SnapSquad!

    At SnapLogic, we believe our people are the heart of our success. That is why we are dedicated to creating an environment where you can thrive both personally and professionally. From competitive salaries and robust health benefits to global wellness initiatives, we ensure you’re set up for success - wherever you’re based.

    Here’s why you don’t want to miss out on being a part of our team:

    A Legacy of Excellence - Recognized Industry Visionary and Leader:
    When it comes to innovation and growth, SnapLogic isn’t just keeping up; we’re setting the pace. Recognized by Inc. 5000 as one of the Fastest Growing Private Companies in 2024, our trajectory speaks volumes. For the third consecutive year, SnapLogic has been named a Visionary in the Gartner Magic Quadrant for Data Integration Tools, where we’ve been praised for our expanding platform and generative AI innovations. And that’s not all—Aragon Research has highlighted our leadership in the tPaaS Globe Report, calling our generative AI capabilities a major differentiator that puts us ahead of the competition.

    Redefining the Integration Category in the Age of AI: 
    In an era where enterprises are reimagining themselves as composable, data-driven entities, SnapLogic is at the forefront, unlocking new possibilities through generative AI and AI-augmented, graphical-visual integration. SnapLogic is not just making integration accessible to highly technical experts, but also to business technologists seeking simplicity. SnapLogic’s comprehensive, highly scalable platform transcends traditional boundaries by unifying application and data integration, API management, and automation. It’s not just another iPaaS platform - we’re a catalyst for agility and innovation, enabling businesses to seize the future today.

    Innovation at the Forefront:
    SnapLogic was first to market with the world’s only generative integration solution, SnapGPT, empowering users to integrate faster and easier. With open source and proprietary large language models (LLMs) and artificial intelligence, SnapGPT enables users to integrate any applications or data sources with natural language. Since launching SnapGPT in early 2023, SnapLogic has launched a full suite of AI solutions, including AgentCreator which empowers everyone to create GenAI-powered automations and applications without coding. Thousands of enterprises around the globe rely on SnapLogic to integrate, automate and orchestrate their data – across their business and now they’re looking to SnapLogic to help them unlock the next frontier of generative AI.  

    Join Us on Our Journey

    At SnapLogic, we're changing the way the world works with data—and we want you to be part of that change. If you're ready to push boundaries, embrace innovation, and lead the charge in transforming industries, we want to hear from you. 

    SnapLogic is headquartered in San Mateo, CA, with team members located across the globe. No matter where you’re based, we offer a dynamic, collaborative, and forward-thinking environment that fosters growth, creativity, and success.

    Are you ready to join the SnapSquad and shape the future of generative integration? We can’t wait to see your application!

    Required profile

    Experience

    Industry :
    Computer Software / SaaS
    Spoken language(s):
    English
    Check out the description to know which languages are mandatory.

    Hard Skills

    Customer Success ManagementCross-Functional CollaborationOracle CRMSalesforceJava XMLSoftware As A Service (SaaS)Account ManagementWorkday (Software)SAP COProduct RenewalsChange ManagementProject ManagementUpsellingSupport EngineeringSoap NoteETL (Extract Transform Load)Apache HadoopTechnology Integration

    Other Skills

    • Decision Making
    • Communication
    • Problem Solving
    • Active Listening
    • Critical Thinking
    • Detail Oriented
    • Prioritization
    • Social Skills
    • Presentations
    Are you interested?

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