Staff SMC Scaled Solutions

Join Snap Inc. as a Senior Contributor in the Scaled Solutions team. In this role, you will design and implement customer success programs, lead strategic cross-functional initiatives, drive operational excellence, and provide strategic leadership to Scaled Solutions Specialists. You will have the opportunity to make a significant impact on advertiser retention and growth while collaborating with various teams across the organization.

• 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.

• 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
• Strong analytical mindset with the ability to leverage data for decision-making
• High comfort with and passion for data-driven decision-making
• 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 presentation skills, with the ability to communicate effectively with senior leadership
• Experience designing and implementing scalable customer success programs
• 10+ years of experience in consulting, digital media, customer success, program management, or a related field
• Bachelor’s degree in business, marketing, communications, or a related field, or equivalent experience
• Preferred Qualifications
• Strong ability to manage complexity and navigate ambiguous, high-impact challenges across multi-layered organizations
• Expertise in media management, campaign diagnostics, and optimization within biddable auction advertising environments
• Passion for continuous learning, innovation, and operational efficiency
• Excellent communication skills, with the ability to influence and collaborate with stakeholders at all levels
• 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