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Staff, SMC Scaled Solutions

Snap Inc.· Sales
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Hybrid (New York, NY)$209k - $313kFull timePosted 1w ago

About the role

Senior contributor role within Snap’s Scaled Solutions team focused on designing, implementing, and scaling customer success programs for small and mid-sized advertisers; responsible for cross-functional programs, workflow innovation, escalation governance, and alignment of advertiser needs with business goals.

Responsibilities

  • 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.

Qualifications

  • Bachelor’s degree in business, marketing, communications, or a related field, or equivalent experience.
  • 10+ years of experience in consulting, digital media, customer success, program management, or a related field.

Skills

Required:Complex program managementData-driven decision makingAdvertising performance metricsStakeholder influencePresentation skills
Nice to have:Cross-functional leadership without formal authority

Benefits

  • Our benefits are built around your needs and include paid parental leave, comprehensive medical coverage, emotional and mental health support programs, and compensation packages that let you share in Snap’s long-term success!
Last updated Oct 21, 2026. Interested? Apply on the company site.

About Snap Inc.

We contribute to human progress by empowering people to express themselves, live in the moment, learn about the world, and have fun together.

We believe the camera presents the greatest opportunity to improve the way people live and communicate.

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