About Snapfix:
Snapfix is the mobile-first platform that makes facility, property and operations management as simple as taking a photo. Hotels, care homes, schools, offices and facilities teams across the world use Snapfix every day to spot issues, assign work, and manage operations. We are growing fast, and our customer base is growing with us.
Our Customer Success function has evolved alongside it. We are a commercially accountable, revenue generating team that drives retention, expansion, and net revenue growth across the customer base. This role sits at the centre of that. You will own the post-sales lifecycle for a portfolio of accounts, acting as both the strategic partner your customers rely on to get measurable value from Snapfix and the commercial operator who identifies and closes growth opportunities within every account.
This is a full-time, permanent role based in Dublin, reporting to the Director of Customer Success.
The Role:
You will own success and commercial outcomes for a portfolio of accounts, with clear accountability for net revenue retention, expansion ARR, and churn reduction. You will work with real usage data to drive decisions, build business cases for expansion, and present quarterly reviews that tie platform adoption to operational ROI. If you are energised by hitting a number, reading a data export, and running a consultative conversation with an operations director, this role is for you.
What You Will Own:
Revenue and Retention
- Own net revenue retention and expansion ARR targets for your portfolio
- Drive renewals, upsells, and cross-sells across your accounts
- Build and execute account plans that map customer goals to commercial outcomes
- Identify churn risk early and run structured intervention plays to retain revenue
Customer Engagement
- Manage relationships across enterprise and mid-market accounts, engaging stakeholders from operations managers through to C-level
- Lead Quarterly Business Reviews that combine usage data, ROI analysis, and strategic recommendations
- Act as a trusted advisor who understands the operational reality of running hotels, care homes, and facilities operations at scale
Data and Insights
- Use platform usage data and analytics to assess account health, spot adoption gaps, and build expansion cases
- Translate raw data exports into clear, actionable customer-facing insights
- Contribute to the development of CS health scoring, playbooks, and reporting frameworks
Onboarding and Adoption
- Ensure new accounts reach time-to-value quickly through structured onboarding
- Train customer teams on platform features, workflows, and best practices
- Drive deep adoption across available modules and customer plans
Voice of the Customer
- Feed structured product feedback from customers into the product team
- Advocate internally for customer needs while balancing commercial priorities
What We Are Looking For:
- 3 to 5 years in Customer Success, Account Management, or commercial CS within SaaS or technology
- A track record of owning revenue targets: renewals, upsells, expansion, or quota
- Strong data literacy. You are comfortable pulling insight from analytics tools, data exports, or dashboards and turning it into a story
- Experience managing enterprise or mid-market accounts with multiple stakeholders
- Confident presenting to senior audiences, including QBRs, executive reviews, and ROI presentations
- A consultative approach: you listen, diagnose, and recommend rather than react
- Proficiency with CRM platforms (HubSpot preferred), Claude and other business AI tools, and data and reporting tools
Bonus Points:
- Experience in a startup or scale-up environment where you built process as well as managed accounts
- Familiarity with CS platforms, health scoring models, or customer analytics tooling
- Using AI effectively in business
- BI tools, or data analysis beyond basic spreadsheets
- Background in industries Snapfix serves: hotels, facilities management
What You Get:
- Real ownership. You will shape how CS operates at Snapfix, not execute a playbook someone else wrote
- Competitive base salary plus performance bonus tied to revenue outcomes
- Equity. You will share in the upside as Snapfix scales
- A modern stack: HubSpot, Claude, Slack, Equals, and a custom-built CS workflow system
Location:
Dublin, primarily office-based, with flexibility where it makes sense.
Equal Opportunity Statement:
Snapfix is committed to creating an inclusive environment where all team members can thrive. We welcome applications from candidates of all backgrounds and provide reasonable accommodations for individuals with disabilities throughout our recruitment process. Snapfix values diversity, innovation, and customer-centricity.
How to Apply:
Apply on Linkedin or send your CV to careers@snapfix.com
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