The Role
As a Customer Success Manager, you will manage key accounts, drive customer success, onboard clients, achieve commercial goals, and influence product development based on customer feedback.
Summary Generated by Built In
Customer Success Manager
Location: London - Hybrid or UK - Remote
About Snowplow
Snowplow is the global leader in behavioral data for AI, enabling digital-first companies to unlock the full value of their behavioral data and transform a proprietary customer intelligence asset into a source of competitive advantage.
Data teams rely on Snowplow to securely collect, process, and deliver event-level data to their platform, while digital product and engineering teams use Snowplow to integrate deep customer context into their ML and agentic applications—all in real time.
Companies like Strava, HelloFresh, Auto Trader, Burberry, and FanDuel trust Snowplow to power real-time advanced analytics, predictive modeling, hyper-personalization, and customer-facing AI agent context.
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.
What you'll be doing:
● 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.
We’d Love to Hear From You If you are:
● 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.
Top Skills
CRM
Salesforce
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The Company
What We Do
Snowplow empowers organizations to generate trustworthy, first-party customer data to power Marketing and Advertising performance.
1.9+ million sites and applications use Snowplow to generate and model first-party customer data from across their digital interfaces to capture descriptive customer journeys and build actionable first-party behavioral profiles. Purposely designed for the data platforms as a single source of truth; marketers, data teams and CDPs can activate Snowplow data across Customer 360, personalization and ML use cases.
With Snowplow, organizations like Strava, Autotrader, and Software.com reach, engage and win customers, while retaining an industry-leading data governance posture, with full GDPR and CCPA compliance.
