Overview

Customer Success Manager

Location: London - Hybrid or UK - Remote

About Snowplow

Snowplow is the global leader in customer data infrastructure for AI, enabling every organization to transform raw behavioral data into governed, high-fidelity fuel for AI-powered applications—including advanced analytics, real-time personalization engines, and AI agents.

Digital-first companies like Strava, HelloFresh, Auto Trader, Burberry, and DPG Media use Snowplow to collect and process event-level data in real time, delivering it securely to their warehouse, lake, or stream, and integrate deep customer context into their applications.

Thousands of companies rely on Snowplow to uncover customer insights, predict customer behaviors, hyper-personalize customer experiences, and detect fraud in real time.

The Opportunity

Join our Customer Success team and become a key player in Snowplow’s growth story. As a Customer Success Manager, you\'ll work alongside a highly skilled team of Technical Account Managers and Solutions Architects as part of the Customer Success Team.

At Snowplow, Customer Success is a core growth engine, not just a retention function. Your mission will be to exceed our ambitious revenue retention targets by driving widespread adoption across our customers\' organizations. You will own the complete customer journey for your portfolio, from initial onboarding to long-term growth. By partnering creatively with our Technical Account Managers, you will gain a deep understanding of your customers’ business and technical challenges. Your goal is to ensure their Snowplow implementation not only meets their needs but also delivers tangible business value they can clearly communicate.

Responsibilities

• Manage a portfolio of key accounts: You will own the relationship with a portfolio of assigned customers, including major consumer, prosumer, and B2B brands in the Mid-market and Enterprise sectors.
• Drive customer success and value: Collaborate with new and existing customers to develop and execute a comprehensive success roadmap. You will focus on quantifying business value and ROI to solidify Snowplow’s value and help stakeholders communicate that value across their organizations.
• Onboard new customers: Partner with our Solutions Architecture team to ensure new customers are successfully onboarded and activated, setting them up for long-term success.
• Achieve commercial goals: Actively manage and drive renewals and upsell opportunities, aligning with account-specific commercial strategies to meet or exceed revenue targets.
• Be a strategic partner: Work cross-functionally with Sales, Product, Marketing, Engineering, and Finance to ensure customer needs are met and to support Snowplow’s growth.
• Influence the product roadmap: Serve as the voice of the customer by providing valuable product feedback to the Product team. You’ll identify trends and surface insights that help shape the future of our product.

What We’re Looking For

• An experienced Customer Success Manager: You have a minimum of a few years of experience as a Customer Success or Account Manager, preferably managing accounts with an ACV of $75k+.
• A strong communicator and relationship builder: You are highly emotionally intelligent and can quickly adapt your communication style to different stakeholders, from technical leaders to business executives. You are a trusted internal advocate for your customers and can partner effectively across the organization.
• A skilled portfolio manager: You are comfortable balancing a complex customer portfolio, prioritizing tasks efficiently, and meeting deadlines. Experience with Salesforce or other CRM tools is a plus.
• A SaaS expert: You have a deep understanding of the SaaS business model, including key metrics and customer lifecycle dynamics like renewals, churn, upsell, and expansion revenue.
• Technically confident: You have experience working with complex software products and are comfortable engaging in technical conversations with senior stakeholders (e.g., CTOs, VPs of Engineering, and Technical Leads).
• A problem-solver at heart: You have a logical and organized approach to solving business challenges. You are passionate about working at the intersection of technology and business to deliver tangible impact for customers through data.
• Commercially driven: You have strong business acumen and a track record of identifying new opportunities to add value for customers. You are comfortable with and motivated by targets such as upsell or Net Revenue Retention (NRR).

What We Offer You in Return

• A competitive package, including share options
• Flexible working
• A generous holiday allowance
• MacBook and home office equipment allowance
• Enhanced maternity, paternity, shared parental and adoption leave
• Company pension contribution
• Private Medical Insurance

Snowplow is dedicated to building and supporting a brilliant, diverse and hugely inclusive team. We don\'t discriminate against gender, race, religion or belief, disability, age, marital status or sexual orientation. Whatever your background may be, we welcome anyone with talent, drive and emotional intelligence.

Employment is conditional upon the successful completion of background screening and verification of right-to-work documentation in accordance with applicable laws.