Customer Success Manager

Metro ManilaFull Timemid

Customer Success ManagerCustomer

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Quick Summary

Overview

At Snappr, we make it effortless for businesses to access high-quality visual content at scale. As the world’s leading marketplace for photography, video, and editing,

Technical Tools

Customer Success ManagerCustomer

At Snappr, we make it effortless for businesses to access high-quality visual content at scale. As the world’s leading marketplace for photography, video, and editing, we connect top creators with brands that need to tell their stories through powerful visuals. By combining cutting-edge technology with a discerning eye for creativity, we help businesses grow through content that stands out.

Our culture is built on extreme ownership and peak performance. We are customer-obsessed, data-informed problem solvers who thrive on radical candor, embrace challenges by loving the dirt, and refuse mediocrity. We believe in accountability, humor, and diversity — and we’re united by a mission to help businesses tell better visual stories.

Snappr is the world’s largest on-demand marketplace for visual content. Our teams are entrepreneurial, collaborative, and impact-driven — solving complex customer challenges at a global scale. Every project you take on will contribute to how businesses tell their stories visually, helping us set the standard for visual content worldwide.

About the Role

~2 min read

As the Customer Success Manager, you will own and grow Snappr's full customer support function, covering both our Consumer (PAYG) and Enterprise customers. You will be challenged to manage and grow a team of Team Leads and Specialists who deliver responsive, efficient, and empathetic support across both businesses, with the operational rigor to meet PAYG volume and the white-glove standard that Enterprise customers expect. You'll be trusted to protect Snappr's reputation by handling escalations, drive repeat bookings by building a world-class Resolution Center, and aggressively deploy AI to make the team faster, leaner, and more effective. Your impact on giving every customer, consumer and enterprise an incredible experience will be the lifeblood that powers Snappr's growth.

Own end-to-end customer support across both Consumer and Enterprise
Aggressively explore, test, and deploy AI to make support more efficient. Treat AI as a core operating lever, not a side project
Analyze the team's productivity and quality, identify bottlenecks, and execute solutions to improve resolution times and CSAT across both Consumer and Enterprise
Utilize data to understand agent behavior and surface areas for improvement in our support processes
Maximize agent productivity with a mix of training, AI tooling, and process improvements
Partner closely with Product, Engineering, Workforce Management, and Knowledge Management to launch and operationalize improvements
Understand the vision and strategy for the team and get all members pumped and aligned to power Snappr's growth
Recruit, train, and manage a team of Customer Success Specialists and Team Leads
Develop and optimize processes by breaking projects into actionable steps
Hustle - take ownership of Snappr's growth and do whatever it takes to get the job done