Customer Success Manager

| Seattle


Snap! Raise is looking for a Customer Success Manager to join our growing team in our South Lake Union office. The Customer Success Manager will work directly with our external Campaign Directors to support coaches, players, and community leaders across the U.S., helping them realize and exceed their fundraising goals.

A day in the life of a CSM will consist of supporting their assigned region and working alongside their Campaign Director to on-boarding new customers, assist with campaign launches and managing territory’s book of business, answering incoming questions from customers and campaign directors, and up-sell/cross-sell customers on all our products and services. The ideal candidate to help us build this team is a competitive self-starter; someone who has a passion for helping others and believes in a team-first mentality. 

 Responsibilities:

  • Work directly with external Campaign Directors by supporting their territory ensuring our customers are setup for long-term success
  • On-board new customers, work with them to create executional game plans, and ensure product adoption through proactive engagement throughout the customer’s lifetime
  • Proactively identify issues and engage with customers to reduce risk and churn
  • Operate as lead point of contact for any and all matters specific to assigned accounts
  • Serve as the subject matter expert providing guidance and advice for all products and services
  • Resolving complaints and issues in a timely and efficient manner
  • Develop tools, processes and best practices to ensure customers getting the most value out of the Snap! platform
  • Provide expert customer insight to internal constituents including product, marketing, and sales
  • Exceed all performance targets, delivering successful campaigns, happy customers, and high renewal rates
  • Up-sell existing customers on Snap’s entire suite of products and services 

Requirements:

  • Experience managing a large volume of clients is preferred
  • Outstanding multi-task management skills across a varied set of responsibilities
  • Passion for helping youth organizations raise money for their cause
  • Self-Driven and Proactive Nature
  • Excellent written and verbal communication skills
  • Builds credibility and trust with customers
  • Team player who works well with others
  • Enjoys making 30+ calls per day
  • Comfortable leading
  • At least three years of proven success in a dedicated Customer Success or Account Management role is preferred
  • Bachelor's degree preferred

At Snap! Raise, we work hard, and we have fun doing it! The office is dog friendly, with a beautiful rooftop overlooking SLU – perfect for lunch meetings, or summer movie nights. Additional benefits are a fully stocked kitchen, ping-pong table, arcade games, and an in-house barber shop. Benefits package includes 401K matching and excellent medical insurance.

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • JavascriptLanguages
    • RubyLanguages
    • VueLibraries
    • Node.jsFrameworks
    • Ruby on RailsFrameworks
    • VueJSFrameworks
    • MySQLDatabases
    • PostgreSQLDatabases
    • Google AnalyticsAnalytics
    • IllustratorDesign
    • InVisionDesign
    • PhotoshopDesign
    • SketchDesign
    • InDesignDesign
    • Aha!Management
    • AsanaManagement
    • ConfluenceManagement
    • JIRAManagement
    • WrikeManagement
    • CraftCMS
    • HubspotCMS
    • SalesforceCRM
    • ConversicaCRM
    • SendGridEmail

Location

Westlake is an up-and-coming neighborhood with bike paths and running routes, bus stops, city parking lots and garages, and restaurants nearby.

An Insider's view of Snap! Raise

What’s the vibe like in the office?

Our vibe is supportive, we believe that teamwork makes the dream work. We work hard for one another to hold each other accountable.

Maddie

Recruiter

How has your career grown since starting at the company?

I joined the company as a Software Engineer while completing my undergrad in Computer Science. From that point forward I've been given autonomy and responsibility to execute initiatives and manage teams towards impactful business objectives. I find extreme value in the work I have the privilege to do every day. I know it is making a difference.

Balin

Director of Product

What unique initiatives do you have that encourage innovation?

We spend time each week testing new features, previewing prototypes, and brainstorming solutions to problems. There are other initiatives around creative memorable communication which includes humorous product videos, colorful posters, and costumed presentations. I look forward to the innovative ideas we will come up with in 2019 and beyond!

Matt

Product Evangelist

What are Snap! Raise Perks + Benefits

Snap! Raise Benefits Overview

Paid Time Off
401k with company matching
Flexible Spending Account (FSA) benefits available
Medicare Part D for Medicare-eligible employees/dependents age 65+
Company-Paid Life and AD&D Insurance
Maternity and Paternity Leave
10 Paid Holidays (9 major holidays + one floating holiday)
Dog-Friendly Office
Sitting-Standing Desks
Nike and Adidas Swag provided for new hires
Casual Dress Code (jeans, shorts, sweatshirts, leggings, you name it.)
Office Resources Provided (computer, monitor, desk decor, notebooks, printers, etc)
Fully-Stocked Beer Fridge (plenty of La Croix as well!)
2 Kitchens
On-site Lockers, Showers, Washer and Dryer
ORCA (Public Transit) Discount Program
Bike Storage
Afternoon Run Club
Monthly Culture Events in Office
Reimbursement Program for Continued Education
Flexible Work Hours, potential ability to Work From Home
Expert Support Services available to assist with Fitness, Mental Health Resources, Family Support, Legal Assistance, and Work-Related Help.

Culture
Volunteer in local community
Snap! Raise participates in local volunteer activities such as the PEMCO Supply Surge, which provides school supplies to underserved communities.
Partners with Nonprofits
Snap! Raise participates in the Home Team Harvest to support Northwest Harvest, a nonprofit food bank distributor that powers 375 food banks, meal programs and high-need schools in Washington state.
Friends outside of work
Eat lunch together
Open door policy
Team owned deliverables
Open office floor plan
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Medical and dependent care costs can pile up. We provide an opportunity to save on those expenses by taking advantage of pre-tax benefits with a Flexible Spending Account!
Dental Benefits
Snap! Raise offers dental coverage for our employees and their families through Guardian, covering 100% of the cost of preventative care, including x-rays.
Vision Benefits
Snap! Raise offers vision benefits for our employees and their families through VSP Vision Care to help our employees get the most out of their vision care and have lower out-of-pocket costs.
Health Insurance Benefits
Snap! Raise Medical Benefits are available through Cigna for Employees, their Children, and their Spouse/ Domestic Partner. Benefits begin after 6 days of employment.
Life Insurance
Snap! Raise provides Basic Life Insurance and Accidental Death & Dismemberment (AD&D) Insurance to our employees through Guardian.
Wellness Programs
Retirement & Stock Options Benefits
401(K) Matching
Our 401k plan provides the opportunity to save for retirement on a tax- advantaged basis with 4% matching from the employer, starting on the first of the month after 90 days of employment.
Company Equity
Snap! Raise offers stock options beginning at 6 months of employment through our employee profit-sharing program. This program includes vesting over a four-year period.
Child Care & Parental Leave Benefits
Child Care Benefits
Our Dependent Care benefits allows you to put money aside for dependent care for children up to age 13, a disabled dependent of any age or a disabled spouse.
Remote Work Program
Snap! Raise allows employees to take advantage of remote work programs at their manager's discretion.
Vacation & Time Off Benefits
Paid Holidays
Snap! Raise observes 9 major holidays, plus a floating holiday: New Year's Day, Memorial Day, 3rd and 4th of July, Labor Day, Thanksgiving Day, Black Friday, Christmas Eve/Christmas Day.
Perks & Discounts
Beer on Tap
Snap! Raise's beer fridge is stocked daily with local and preferred brews.
Casual Dress
Snap! Raise's dress code includes jeans, joggers, leggings, shorts, sweatshirts, flip flops, and more. We outfit our new hires with Nike and Adidas clothing as a "thank you" for choosing Snap! Raise.
Commuter Benefits
All interns and employees (full-time and part-time) are eligible for 50% reimbursement of their monthly Orca costs.
Free Daily Meals
Snap! Raise HQ employees get free lunch on Friday afternoons.
Game Room
Our office features an oversized TV with video gaming consoles, controllers, and games, alongside the ping pong table and pop-a-shot to use whenever you need a break!
Stocked Kitchen
Want to cook something for breakfast? Feeling Snack-y? Need a coffee for your next meeting? Snap! Raise has a fully stocked kitchen including unlimited snacks, coffee, tea and La Croix!
Some Meals Provided
Snap! Raise provides a weekly catered lunch on Fridays. You get to vote for the catered meal on the last Friday of your birthday month!
Happy Hours
Snap! Raise provides a monthly budget for each Department Head to treat their team to lunch, coffee, happy hour, or other team events!
Parking
Garage, street, and lot parking surrounds Snap! Raise HQ. These options are provided by the city of Seattle, so employees pay to park.
Pet Friendly
Snap! Raise employees are encouraged to bring their dogs to the office every day of the week, once the dog is vaccinated and registered as a part of our office family. We provide the treats!
Recreational Clubs
Snap! Raise participates in 1-4 office sports leagues every quarter.
Professional Development Benefits
Job Training & Conferences
Snap! Raise reimburses employee development efforts within a wide range of professional training programs, including job-specific, management and leadership development.
Lunch and learns
Snap! Raise hosts lunch and learn meetings as part of our Wellness Program. These events happen once per quarter.
Cross functional training encouraged
Customized development tracks
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