Director of Customer Success, SnapLogic
Americas
Up to 50% travel as required
Integration platform-as-a-service for Enterprise
Job no longer available
Integration platform-as-a-service for Enterprise
201-500 employees
Job no longer available
Up to 50% travel as required
201-500 employees
Company mission
To empower businesses to unleash the full potential of their data and applications.
Role
Who you are
- 10+ years in Customer Success or Account Management within a B2B SaaS or enterprise software environment
- Minimum five (5) years in a leadership role managing regional or segment-specific CS or Account Management teams
- Proven track record of building, leading, and scaling high-performing teams
- Experience leading change and driving operational excellence through data and structured programs
- Demonstrated ability to influence and collaborate across departments
- Deep understanding of enterprise customer dynamics, value drivers, and commercial constructs such as ARR, GRR, and NRR
- Experience in a matrixed environment, with global collaboration across Product, Engineering, and Services
- Comfortable with ambiguity and experience scaling in a high-growth environment
- Strong communication skills with the ability to engage at all levels of an organisation
- Passion for delivering customer value and continuous improvement
- Bachelor’s degree or equivalent experience
What the job involves
- The Director of Customer Success, Americas, reports to the SVP of Customer Excellence and is responsible for leading and scaling a high-performing Customer Success team across the region and various time zones. This role focuses on driving adoption, customer retention, expansion, and advocacy across all customer segments. You will collaborate cross-functionally to ensure customers realise long-term value from SnapLogic and that internal teams are aligned to customer needs
- Lead, coach, retain and develop a team of 10+ Customer Success Managers (CSMs) across Strategic, Enterprise, and Mid-Market accounts in the Americas
- Develop and execute a regional strategy aligned to global Customer Success objectives, focusing on retention, growth, and customer satisfaction
- Partner closely with Sales, Support, Product, Engineering, and Professional Services to drive a seamless customer experience throughout the lifecycle
- Develop standard engagements and processes that enhance account management partnership between CSMs and Sales
- Act as a strategic advisor to key accounts to support platform adoption, value realisation, and retention
- Establish standardised customer engagement models and success plays tailored by segment and lifecycle stage
- Build and maintain accurate forecasting for retention and growth in partnership with Sales and Revenue Operations
- Ensure effective risk management through proactive account reviews and data-led insights
- Lead cross-functional initiatives such as customer lifecycle design, customer health score evolution, and feedback loops to Product and Engineering
- Own and resolve critical customer escalations, ensuring clear communication, timely action, and alignment with executive stakeholders
- Monitor customer health and adoption metrics to identify trends, opportunities, and risks; develop initiatives to improve KPIs
- Contribute to global Customer Success strategy and operational maturity as SnapLogic scales
- Stay informed on market trends and customer expectations in the data integration and automation space
- Travel as required (up to 50%)
Our take
The rise in the use of cloud software suggests room for innovation in enterprise technology. However, companies continue to use legacy software and architectures, reluctant to update their systems due to associated costs and complexity.
SnapLogic builds integration platforms for enterprises that allow for the parallel usage of both legacy and cloud apps. This prevents full migration being a necessity, and allows enterprises to monitor and connect both legacy and cloud technologies together to optimise their systems.
The startup currently provides solutions for around 750 enterprises, including Adobe, AstraZeneca, pwc and Sony. Investment from Sixth Street Growth, bringing the company to a valuation of over $1B in 2021, has accelerated international expansion and widened the number of partnered enterprises. The latter has included decisions intelligence leader Stemly, which has leveraged SnapLogic's no/low code data platform to enhance its own machine learning.
Steph
Company Specialist at Welcome to the Jungle
Insights
20% employee growth in 12 months
Company
Funding (last 2 of 11 rounds)
Dec 2021
$165m
SERIES H
Oct 2019
$72m
SERIES G
Total funding: $373.3m
Company benefits
- Employees get the benefit of up to 100 percent coverage for medical, dental, and vision insurance, a competitive compensation package that includes stock options and a 401(k) plan, FSA and Dependent Care Spending Accounts, monthly cell and gym reimbursement, and flexible time off
- How about a catered lunch every day? Check it off the list. We’re also proud of our well-stocked kitchen with snacks and drinks and “Snappy Hours.” Holiday parties and other excuses to celebrate are part of our DNA. And we’re family friendly, too – they’re welcome at many of our company gatherings
- We also toss in a few extras like commuter benefits, wellness offerings (we want you healthy), and best of all, a dog-friendly environment, because dogs remind us to always be in the moment. And they do silly things, too
Company HQ
Hayward Park, San Mateo, CA
Leadership
Gaurav Dhillon
(Founder & Chairman)Started their career by co-founding Informatica Corp in 1992, serving as CEO until 2004. They also founded Jaman.com in 2005, before starting SnapLogic as CEO in 2006.
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