Customer Success Manager

Who are we?

Snapper is a technology company that offers high-powered data solutions to the global public transport market. We help our clients deliver intelligent and adaptable public transport solutions and exceptional user experiences. We create excellent experiences in public transport that accelerate our journey towards a more sustainable world. Public transport is a key lever to decarbonise and decongest our cities. We know when the public transport experience is consistent, easy and reliable it becomes a genuinely desirable alternative to high-carbon, space-inefficient transport like the private car. Fewer cars, better planet!

About the role:

The purpose is to focus on customer satisfaction, retention, and support word of mouth referral for users of the Mosaiq Transit Intelligence Suite. This role supports our Head of Customer Success to set the tone for customers from when they onboard to Mosaiq right through the lifecycle. Your aim is for customers and partners to get the most value from Mosaiq and Snapper to manage and improve the performance of the Public Transit network.

What will you be doing?

You'll work alongside and support our Head of CS identifying and championing process and product improvements, delivering customer-led insights to the rest of the Snapper team. Responsibilities will include:

• Onboarding: Guide new customers/partners through needs discovery, setup, and implementation to ensure a smooth Mosaiq go-live.
• Training and Education: Deliver webinars, docs, tutorials, and personalised sessions so customers use Mosaiq effectively for their specific requirements.
• Account Management: Primary contact for customers; support Snapper’s partners to manage relationships, engage proactively on evolving needs, assist daily, advise on escalation, and spot upsell/cross-sell opportunities.
• Customer Advocacy: Represent customer needs to Product and Sales; champion Mosaiq to help customers realise maximum value.
• Retention and Renewals: Drive satisfaction and durable relationships; monitor health metrics, flag risk/churn, act early on issues, and support renewals and upsell.
• Customer Feedback and Insights: Capture feedback, goals, and challenges to inform product priorities and equip Marketing with compelling customer stories.
• Metrics and Reporting: Track and analyse KPIs - customer satisfaction, retention, and upsell/cross-sell revenue.

What we’re looking for:

• Strong commercial experience as a CSM, within a customer-centric SaaS environment, ideally working closely with both partners and direct customers.
• A proven background in understanding customer needs, proposing solutions and services and strong empathy for partners and end-users.
• Prior experience working in a best-practice CS environment, inheriting a portfolio of customers and giving them an exceptional customer-first experience
• Great verbal and written communication skills - you must be able to concisely articulate important technical messages with confidence.
• An analytical and commercially aware CS Specialist. You understand the metrics, KPIs and deliverables that drive great customer experience and revenue predictability.

Our Values:

We live into five core values in our work and interactions at Snapper.

• Being Resilient. Using a positive mindset to handle change
• Acting with Integrity. Being open and honest with each other. Fostering a safe space for the sharing of our thoughts and ideas.
• An Innovative outlook. Looking at problems through as many lenses as we can. Applying it to people, processes, personal development, etc; not just code. We expect this as individuals and collectively.
• Collaborating. Anything of value happens through a team. No one person has all of the skills to solve our customers' problems. We’re inclusive and open to all voices.
• Building Excellence. Not to be confused with perfection. Making sure measures are clear and fit for purpose. And celebrating it as we go.

What we offer:

• 💷 Salary: Genuinely competitive - we can share full details during the initial interview stages
• 🏖️ Holidays: 27 days annual leave (plus bank holidays)
• 💙 Wellbeing: Wellbeing days, 10 days sick leave per year + an awesome people-first culture
• 🎁 Perks: Pension contribution, personal insurance package, L&D budget, Cycle to Work scheme, awesome transparent and employee-first culture
• 🏡 Working Setup: Hybrid model - 3 days per week in our brand new office in central Belfast.

Interview Process:

3 stages (incl. presentation).

• Introductory Screening Interview with our Talent Partner (Video - 30 mins)
• F2F with our Head of Customer Success, Chief Revenue Officer + one other member of the team (60-75 mins, including presentation task)
• Final video interview with People & Culture Lead and CEO (30-45 mins)

Snapper offers an inclusive environment celebrating diversity and enabling everyone to flourish. We want the best you, however you turn up. Bring your worldview, faith, family, tattoos, hobbies, or whatever it is that makes you special.