Staff, SMC Scaled Solutions

Snap Inc is a technology company. We believe the camera presents the greatest opportunity to improve the way people live and communicate. Snap contributes to human progress by empowering people to express themselves, live in the moment, learn about the world, and have fun together.

The Company operates Snapchat, a visual messaging app that enhances your relationships with friends, family, and the world, and Specs Inc., a wholly-owned subsidiary dedicated to making computing more human, in addition to Bitmoji, Saturn, and other digital services.

Snap’s Scaled Solutions team is focused on driving scalable solutions, strong outcomes and a positive post-sale experience to Snap’s Global Audience of Small and Mid-sized advertisers. One core way our team supports both our sellers and their clients is via Customer Success Workflows, which operationalizes and outsources categorized groups of related tasks focused on customer success and retention. 

We’re looking for a senior contributor who excels at managing complexity, maintaining a relentless customer focus, and driving results across the organization. This role will own strategic programs, lead workflow innovation, and foster cross-functional collaboration to enhance advertiser retention and growth. The ideal candidate brings a proven track record of managing complex cross-functional initiatives across groups such as Sales, Marketing, Product, Engineering, Support, and Data Science.

What You’ll Do

• Design, implement, and scale customer success programs that address key advertiser challenges, improve retention and satisfaction, and support sustainable revenue growth for small and mid-sized advertisers.
• Lead strategic cross-functional initiatives across Sales, Product, Marketing, Data Analytics, Technical Ad Support, Ad Policy, Accounts Receivable, and Vendor Management—representing the voice of the advertiser and Sales while establishing clear ownership, alignment, and ways of working.
• Drive operational excellence and workflow innovation by identifying friction, partnering XFN to define support processes and service levels, and implementing scalable improvements that increase efficiency and service quality.
• Own escalation strategy and governance for critical advertiser issues, regional blockers, and P0/P1 escalations, coordinating rapid resolution and engaging senior leadership when needed.
• Use customer, market, and performance insights to shape strategy, analyzing feedback, industry trends, and program performance to identify opportunities, evaluate solutions, prioritize initiatives, and continuously improve Snap’s customer success approach.
• Partner with and influence senior stakeholders across Sales and cross-functional teams to align internal priorities with advertiser needs and business goals, while developing clear regional communications, enablement materials, and advocacy frameworks.
• Provide strategic leadership and coaching to Scaled Solutions Specialists, serving as a senior individual contributor who guides high-quality execution, problem solving, and scalable advertiser experiences.

Knowledge, Skills & Abilities

• Strong ability to manage complexity and navigate ambiguous, high-impact challenges across multi-layered organizations.
• Deep customer focus with a proven track record of driving results through strategic program ownership and workflow innovation without requiring direct people management authority.
• Strong analytical mindset with the ability to leverage data for decision-making.
• Expertise in media management, campaign diagnostics, and optimization within biddable auction advertising environments.
• Excellent communication skills, with the ability to influence and collaborate with stakeholders at all levels.
• High comfort with and passion for data-driven decision-making.
• Experience designing and implementing scalable customer success programs.
• Passion for continuous learning, innovation, and operational efficiency.
• Strong presentation skills, with the ability to communicate effectively with senior leadership.

Minimum Qualifications

• Bachelor’s degree in business, marketing, communications, or a related field, or equivalent experience.
• 10+ years of experience in consulting, digital media, customer success, program management, or a related field 

Preferred Qualifications

• Demonstrated ability to lead cross-functional teams without formal authority to drive business impact.
• Deep understanding of advertising performance metrics and the media ecosystem.
• Proven track record in problem-solving, analytical thinking, and developing data-driven strategies.
• Ability to influence teams in building solutions for small and mid-sized advertisers or other high-growth business segments.

"Default Together" Policy at Snap: At Snap Inc. we believe that being together in person helps us build our culture faster, reinforce our values, and serve our community, customers and partners better through dynamic collaboration. To reflect this, we practice a “default together” approach and expect our team members to work in an office 4+ days per week. 

At Snap, we believe that having a team of diverse backgrounds and voices working together will enable us to create innovative products that improve the way people live and communicate. Snap is proud to be an equal opportunity employer, and committed to providing employment opportunities regardless of race, religious creed, color, national origin, ancestry, physical disability, mental disability, medical condition, genetic information, marital status, sex, gender, gender identity, gender expression, pregnancy, childbirth and breastfeeding, age, sexual orientation, military or veteran status, or any other protected classification, in accordance with applicable federal, state, and local laws. EOE, including disability/vets.

We are an Equal Opportunity Employer and will consider qualified applicants with criminal histories in a manner consistent with applicable law (by example, the requirements of the San Francisco Fair Chance Ordinance and the Los Angeles Fair Chance Initiative for Hiring, where applicable).

Our Benefits: Snap Inc. is its own community, so we’ve got your back! We do our best to make sure you and your loved ones have everything you need to be happy and healthy, on your own terms. Our benefits are built around your needs and include paid parental leave, comprehensive medical coverage, emotional and mental health support programs, and compensation packages that let you share in Snap’s long-term success!

Compensation

In the United States, work locations are assigned a pay zone which determines the salary range for the position. The successful candidate’s starting pay will be determined based on job-related skills, experience, qualifications, work location, and market conditions. The starting pay may be negotiable within the salary range for the position. These pay zones may be modified in the future.

Zone A (CA, WA, NYC):

Zone B:

Zone C:

If you believe this job description is missing required pay transparency information, please submit a report through this form: Job Description Pay Range Disclosure.