Customer Success Manager

17 hours ago

San Francisco, California, United States SnapLogic Full time
About the Role

The Customer Success Manager will be responsible for delivering exceptional customer experiences and driving business growth for SnapLogic's North America West Enterprise customers.

This role will require a unique blend of technical expertise, business acumen, and exceptional communication skills to ensure seamless onboarding, knowledge transfer, and training efforts.

Key Responsibilities
  • Be named to SnapLogic's North America West customers and own the technical and post-Sale relationship with them.
  • Lead the onboarding, knowledge transfer, and training efforts to ensure customers achieve maximum value from the SnapLogic Intelligent Integration Platform.
  • 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, including responsibility for renewal and identifying upsell opportunities.
  • Coordinate with Product Management, Engineering, Sales, Sales Engineering, and Professional Services as needed.
  • Champion and prioritize customer bugs and feature requests with the Development and Product Management teams.
  • Use information to report status back to customers in status updates, meetings, and reports.
  • Understand when an incident needs to be escalated to the next level of support, senior leadership, or to a vendor.
Requirements
  • 5+ years of experience in a similar role.
  • Ability to travel within the San Francisco Bay Area 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.
About SnapLogic

SnapLogic is a leading provider of cloud-based integration and automation solutions, empowering businesses to integrate, automate, and transform their operations.

With a strong presence in the San Francisco Bay Area and offices in London, Sydney, and Hyderabad, SnapLogic is poised for continued growth and innovation.

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