Staff SMC Scaled Solutions

• 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
• 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

Benefits

• Up to 28 weeks of parental leave and return-to-work program
• Adoption, surrogacy, infertility, and fertility preservation benefits
• Backup child care coverage, center-based care support, & caregiver assistance
• Dependent Daycare Flexible Spending Account
• Services to support your path to parenthood & beyond - fertility support & family planning via Carrot, SNOO, Hinge Health
• For Snap, employees taking care of loved ones with complex, chronic, or ongoing care needs (i.e. parent with Dementia, spouse with Cancer, child with Autism), your family can save time, money, & stress with Wellthy
• Lactation rooms (based on office location) and breastmilk shipping coverage
• Short-term disability, long-term disability, basic life insurance, and AD&D insurance
• Comprehensive medical coverage, including PPO, HDHP with HSA, and HMO options
• Dental coverage, including orthodontia benefits
• Vision coverage, including frame and contact allowance and LASIK benefits
• Free membership to One Medical for primary and urgent healthcare services
• Business Travel Insurance
• Gym perks and discounts
• Team fitness classes and races
• Sports leagues
• Cooking and nutritional workshops
• Well-being reimbursement
• Unlimited access to virtual physical therapy with Anthem
• 15 sessions per year of mental health for you + dependents through Lyra
• Generous time off and leave programs. In the US, this includes the following:
• Up to 3 weeks (120 hours) of vacation time and 1 floating holiday for non-exempt team members
• 12 paid holidays per year
• 15 sick and safe days per year
• Speaker series, classes, and subscriptions to educational programs
• Social gatherings, team outings, and volunteering programs
• Meditation and yoga classes
• Snap Inc. provides a 401(k) plan that allows you to save on a pre-tax, Roth, and after-tax basis for your retirement (yes, we even have the Mega backdoor option!) Snap will also match 100% up to 3% of your contribution and then 50% on your 4th and 5th%
• Flexible Spending Accounts for healthcare, daycare and commuter
• Health Savings Account with employer contributions
• Rocket Lawyer memberships
• Financial education programs
• Snap exclusive discounts and perks
• Compensation packages that let you share in Snap’s long-term success!

• 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