Technical Customer Success Manager

Technical Customer Success Manager

 Ideally located in Singapore, Australia or other remote Asia by exception

It’s a hugely exciting time here at Snowplow. Over the last 7 years, we’ve grown to a brilliant 70 person team that is spread out over 14 countries with nearly 150 customers and many, many more open source users. Snowplow is growing fast, having recently closed its Series A fundraising with MMC Ventures.

At Snowplow, we want to empower people to do transformative things using data. We work with companies from around the world to help them better understand their customers and products, and develop a truly data-driven culture.  

To support our growth, we’re in the process of scaling our Customer Success function with a mission to retain, activate, upsell and delight our customers. This is one of the most exciting, strategic and quickly evolving teams at Snowplow.

The opportunity in APAC is huge and still relatively untapped for Snowplow. We’re looking to make our first Customer Success hire in APAC to shape our customer offering there. We have assembled an impressive set Snowplow customers in APAC doing amazing things, also supported through our partners. We’re showing our ongoing commitment to our APAC customers and partners by establishing a further Snowplow presence in APAC, so that we can bring the great expertise we share with our European and US customer base to the APAC market at scale. 

For our first hire we’re looking for an individual who thrives working independently and is happy rolling up their sleeves and getting stuck in with a range of customers and tasks. This role could be a great fit if you have experience in Technical Account Management, Solutions Engineering or Technical Customer Success for a complex software product. We are still interested to hear from you though if you have a different background that you think would make you a great fit.

The Opportunity:

At Snowplow we see Customer Success as a key growth function of the business. We don’t see Customer Success merely as a retention function but as a key to exceeding our ambitious Net Revenue Retention targets, driving Snowplow adoption across our customers’ organisations. 

On a day to day basis, you will completely own a portfolio of regional accounts; these accounts will be across multiple verticals and located in Asia and Australia. You will own the customer relationship from both a commercial and technical perspective, from onboarding through to continued renewal and activation. You will work collaboratively with our APAC partners to support the health of our regional accounts of all sizes. From initial activation, you will help our customers unpick complex business needs and translate those into solution designs on top of the Snowplow product, working (often asynchronously) alongside our own Solutions Architects (Europe- and US-based). You will work collaboratively with stakeholders at your accounts to map and realize the value they want to derive from our platform, driving wider institutional adoption of Snowplow as you go. You will serve as the internal voice of your customers at Snowplow.

Customer Success at Snowplow isn’t about by-the-numbers ‘check-ins’ with customers - our regular customer conversations are informed by a deep empathy with our customers’ business needs, and a data-driven understanding of their current product usage. At Snowplow, you will get the customer and product exposure to continue to develop into a subject matter expert in the fast-growing data and analytics space. 

The environment you’ll be working in:

Our company values are Transparency, Honesty, Ownership, Inclusivity, Empowerment, Customer-centricity, Growth and Technical Excellence. These aren’t just words we plucked out of thin air, we came up with them together as a company and are continually looking to find new ways to weave these into our day to day operations. From flexible hours and working locations to the way we give feedback, we’re passionate about building a company that supports both company and individual development.

What you’ll be doing:

- Actively serving a portfolio of assigned APAC accounts. 

- Working to onboard new customers by designing custom, Snowplow-centered solutions tailored to their use cases, business needs and organisational structure.

- Working closely with our APAC partners on shared customers to create success plans for Snowplow inside out customers’ organisations, handling Snowplow contractual matters. 

- Collaborate with customers in a highly strategic manner to develop their success roadmap on an ongoing basis.

- Work with customers to quantify business value and ROI, solidifying the value of Snowplow to the organization.

- Develop, collaboratively with our Solution Architects, the technical artefacts that support organisational success of Snowplow (data models, data product design specs, tracking strategies etc).

- Proactively identifying and closing opportunities for upsell, uplift and account expansion and ensuring where this requires wider implementation of our product that this is technically and commercially sound.

- Develop domain expertise in our key verticals through deep customer collaborations, general research and attending industry events/conferences.

-Identify product feedback from customers, spotting trends and surfacing internally to help shape the Snowplow product roadmap.

What you bring to the team:

You’re not a newbie to customer success. Minimum 2 years experience as a Technical Customer Success Manager, Solutions Engineer or Technical Account Manager (ideally accounts with ACV $200k+)

You are a pioneer. The idea of being first boots on the ground in APAC CS fills you with excitement not dread.

You don’t obsess over remit. We are clear about what Success looks like in this role, but as we establish our APAC team, we may need you to lend your technical acumen support marketing events, strategic sales opportunities - you’re the ultimate all rounder.

Data is your thing. A solid understanding of the data space - cloud infrastructure, database technologies, visualisation tools and other enabling technologies.

You understand people. Deeply emotionally intelligent, you can quickly read a room of stakeholders and adopt your delivery style and content quickly.

It’s the circle of... a customer. Firm understanding of Software-as-a-Service commercial dynamics and customer lifecycle, including renewals, churn, upsell and uplift .

Confidence is key. Previous experience with a complex software product, ideally designing solutions and gathering requirements, you are comfortable communicating with senior technical stakeholders (CTO, VP Eng, Tech Leads).

Business challenge? Let me help. A passion for working at the intersection of technology and business problems - this role is always about delivering business impact for our customers through data.

You CAN see the needle in the haystack. Highly developed commercial acumen - as a trusted advisor to our clients you will be pivotal in spotting new opportunities where Snowplow could add even more value to our customers - you have worked in a business function with upsell/NRR targets.

You miss the jetset life. We are in uncertain times for business travel, and perhaps face to face meetings have been changed forever, however if travel becomes safe again, we’d ask for willingness to travel 20% of the time - primarily APAC - but also willingness to travel to our London HQ.

What you’ll get in return

A competitive package, including share options

25 days of holiday a year (plus public holidays)

Freedom to work from wherever suits you best

Two fantastic company Away Weeks in a different European city each year (or when this isn’t possible, we have “Stay Away Weeks”)

Employee Assistance Program with Health Assured which includes therapy sessions.

Work alongside a supportive and talented team with the opportunity to work on cutting edge technology and challenging problems

Grow and develop in a fast-moving, collaborative organisation

MacBook or Dell laptop

Convenient location in central London for those who want to work there

Continuous supply of Pact coffee and healthy snacks in the office when you’re here!

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.

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