Customer Success Manager

San Francisco, CA, United States

The Role:

The Customer Success Manager (CSM) will be responsible for assisting SnapLogic’s North America West 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 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 San Francisco Bay Area, with the ability to travel to local customer sites.

What You'll Do:

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.

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 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.

Why Join Now:

There's never been a better time to join SnapLogic. Here are a few reasons why:

Hot Market Opportunity: Leading organizations are embracing the cloud, data, and AI to rethink and rewire their businesses. They understand that integrating disparate systems and automating core processes are critical to accelerating business growth and success. Enterprise automation makes possible what every organization wants: a single source of truth for data-rich decisions; agile innovation that delivers products and services to market faster; exceptional experiences for customers, partners, and employees; and amazing business results. According to industry analysts, the integration market alone is growing four times faster than the overall software market, approaching more than $5 billion in revenue.

Innovative Product: SnapLogic is the only company to provide a single, unified platform for all of a company’s integration and automation needs: application integration, data integration, API management, B2B integration, and data engineering. We offer a simple, intuitive, self-service interface together with a powerful, scalable, enterprise-grade platform. We provide industry-leading AI capabilities to accelerate productivity and time to value. And we deliver automation capabilities that streamline end-to-end business processes — such as hire-to-retire and order-to-cash — eliminating manual, repetitive activities, and freeing up teams to focus on strategic projects.

World Class Customers: Hundreds of customers around the globe trust SnapLogic to handle their enterprise integration and automation needs. Adobe enables 800+ citizen integrators and saves millions per year. AstraZeneca enables 600+ self-service users globally on a single platform. Box connected 24+ apps in months with only 1.5 developers. Our customers come first, and we’re proud of SnapLogic's industry-leading customer retention rate of over 95%.

Company Momentum: SnapLogic is hiring! Driven by the industry's best and brightest employees in offices across North America, EMEA, Australia, and India, plus a solid network of industry partners, SnapLogic continues to grow, helping more and more customers around the world solve their toughest integration and automation challenges. Industry experts have consistently recognized our company, products, customers, and employees as best-in-class, from our year-over-year Leadership in Gartner’s iPaaS Magic Quadrant, to our 2020 CODiE Award win, to our recognition as a 2020 Bay Area Top Workplace.

SnapLogic is headquartered in San Mateo, CA with offices in London, Sydney, and Hyderabad.

To all recruitment agencies: SnapLogic does not accept unsolicited agency resumes. Please do not forward resumes to SnapLogic employees or to any other company location. SnapLogic is not responsible for any fees related to unsolicited resumes and will not pay fees to any third-party agency or company that does not have a signed agreement with the company. SnapLogic provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state and local laws. SnapLogic complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including, but not limited to, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training. SnapLogic expressly prohibits any form of unlawful employee harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. Improper interference with the ability of SnapLogic employees to perform their expected job duties is absolutely not tolerated.

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