Customer Success Is a Company-Wide Mission: Inside Snapfix with Adrian Young

At Snapfix, innovation doesn’t stop at product development, it extends to the way we support and empower our customers every day. From onboarding to long-term adoption, we believe true success comes from empowering teams, simplifying their processes, and listening closely to what they need. 

In our latest conversation, we sat down with our Director of Customer Success, Adrian Young,  whose deep experience in both tech and hospitality gives him a powerful lens on what truly makes an impact for our users. Adrian understands the fast-paced realities of frontline operations and how the right technology, when paired with the right support, can drive real change.

With a focus on simplicity, communication, teamwork, and accessibility, Snapfix continues to grow as a trusted platform for maintenance and facilities teams worldwide. This interview explores the challenges these teams face, how feedback drives our roadmap, and what it really takes to deliver lasting customer success.

You’ve worked across both hospitality and tech. How has that shaped your approach to customer success at Snapfix?

I’ve spent over a decade in tech, working with startups like Deliveroo, but my career actually started in hospitality. I previously trained and worked as a chef and that experience has stayed with me. It taught me how chaotic operations can be without the right tools and how essential simplicity and clear communication are in high-pressure environments.

Since then, the landscape has changed dramatically, especially in hospitality. Technology has gone from being a nice-to-have to a fundamental part of running efficient, safe, and scalable operations. With tighter margins and leaner teams, there’s no room for tools that take weeks to implement or offer slow returns.

At Snapfix, that blend of tech knowledge and on-the-ground hospitality experience gives me a real appreciation for how our customers operate. Technology should fit seamlessly into their world and start delivering value from day one. Snapfix does exactly that, it’s simple, intuitive, and designed to deliver high ROI quickly by solving real problems right away.

What are the biggest operational challenges your customers face, and how does Snapfix help?

In hospitality and care homes especially, the usage of assets is incredibly high. There’s constant wear and tear, and teams are always under pressure to stay on top of maintenance. The challenge is coordination, aligning everyone from housekeeping to GMs in real time. There's always something that needs to be fixed, there's always something going on, and the real challenge is keeping track of that from an operational perspective. It requires a high degree of organisation , especially in environments where the volume of people coming and going—guests, residents, and visitors—is consistently high. That constant flow places even more pressure on facilities to stay responsive, efficient, and compliant.

Snapfix solves this by turning every team member into the eyes and ears of the operation. Anyone can snap a photo, report an issue, and have it routed to the right person instantly. It creates a proactive culture of ownership, and things get resolved faster. Plus, for highly regulated sectors like care homes, Snapfix makes compliance tracking and reporting a lot easier.

One of the biggest advantages is that Snapfix becomes more powerful the more people use it. That’s why we’ve made it simple to adopt and completely unrestricted in terms of users—we don’t charge per user, so teams can invite everyone from front-line staff to senior leadership. The more users you have, the more visibility you gain, and the smoother your operations become.

What advice would you give to teams looking to improve their maintenance processes?

For me, planning is essential when it comes to maintenance—staying ahead of issues before they escalate into costly problems is one of the most effective ways to improve operations. But planning alone isn’t enough. I believe it’s just as important to build a culture of proactivity across the entire team. That means empowering frontline staff with the autonomy to report issues directly. When everyone, from housekeeping to maintenance, is aligned and working together, things get resolved faster and more effectively.

That’s where I see Snapfix making such a difference. By making it easy for anyone to take a photo and log an issue in seconds, Snapfix drives collaboration and accountability across departments. This not only results in a better guest experience, but it also reduces operational costs over time.

The reporting features give teams clear insights into what’s happening on the ground, helping them spot trends and make smarter, data-driven decisions. It’s all about creating a system that’s simple, effective, and built for long-term success.

What role does customer feedback play in shaping the future of Snapfix?

Customer feedback plays a massive role in shaping the Snapfix product roadmap, it's one of the most important drivers of innovation for us. We always start by listening to our customers' problem statements and understanding what they truly need to work more efficiently.

In fact, some of our key features, like the new in-app Snapfix Chat, were born directly from customer insights. We heard that many teams were using external messaging apps, but found the overlap between personal and professional communication difficult to manage. That feedback directly inspired our chat feature, designed specifically for professional, secure communication within the app.

As we’re still a relatively small and agile team, our feedback loop is short and highly responsive. Paul, our founder and Head of Product, regularly connects with customers alongside Katherine and Aish from our Customer Success team to gather ongoing input. We also use surveys to capture broader insights, and those who express interest in new features are often included in early beta testing. This allows us to implement improvements in real time—quickly and effectively—while always preserving the core simplicity of Snapfix, which is what our customers value most.

When working with new customers, what key success metrics or milestones do you aim to hit within the first 90 days?

We take onboarding very seriously at Snapfix, it sets the tone for long-term success. Our goal is always to get new customers fully set up and trained as quickly as possible, typically within a day or two. We're even working on reducing that to just a few hours. The best way to learn Snapfix is by using it, so we encourage teams to start engaging with the platform right away. The more departments and users involved from the outset, the more value they’ll get from the system.

Early in the process, Katherine and Aish from our Customer Success team will meet with the designated Snapfix admins to guide them through setup and ensure everything is configured correctly. Then, after a few weeks of real-world usage—when there’s meaningful data in the system—they’ll meet again to dive into more advanced features like reporting and analytics. At that point, we can have more tailored conversations based on the customer’s actual workflows and challenges.

We've also recently updated our FAQs and support materials to make onboarding even smoother. It’s all about making the process as easy and efficient as possible, ensuring that every customer hits the ground running and sees tangible results within those first 90 days.

Have you found that when General Managers move to a new hotel, they tend to bring Snapfix with them, based on the value they experienced in their previous role?

Definitely. We’ve seen time and time again that when GMs move to a new property, they’re quick to introduce Snapfix because they know the impact it can have. It’s so easy to set up that rolling it out in a new location is seamless—especially when teams are already familiar with the value it brings.

We see the same pattern when hotel groups acquire new properties; they often want Snapfix implemented right away as a way to quickly standardize and improve operations. It’s a real testament to the power of the product, particularly when you consider that many of these decisions are made based on early impressions—Snapfix becomes a critical tool for managing operations efficiently from the start.

It’s not just GMs—staff at all levels become advocates because they see the ROI firsthand. That kind of loyalty speaks volumes about the simplicity, effectiveness, and long-term value Snapfix delivers.

Have you seen any unexpected ways customers are using Snapfix that helped inform new features or use cases?

Absolutely, no one innovates more than our customers. A great example is how our recently launched Rooms feature came to life. We noticed customers using our traffic light system in creative ways to manage room readiness, manually updating statuses to indicate whether a room was occupied, cleaned, or required attention. That real-world workaround became the inspiration for developing a more structured, purpose-built solution within the app

Health and safety is another area where we’ve seen innovative use, with teams using Snapfix not just to report issues but to highlight positive safety practices—marking green for things done well, for example. What makes Snapfix so powerful is its versatility. We’ve seen it adapted across a wide range of environments—stadiums, factories, hotels, care homes—you name it.

Katherine from our Customer Success team brings incredible firsthand insight to this. She works closely with customers during configuration and, thanks to her deep knowledge of the platform, can recommend what will work best in each setting. Whether it’s designing bespoke checklists or advising on smarter workflows, she helps tailor Snapfix to meet the unique needs of every customer. That kind of collaboration not only enhances their experience but often sparks ideas that help shape the future of the platform.

What does ‘Customer Success’ truly mean at Snapfix, and how does your team bring this to life every day?

For us, Customer Success is all about supporting our customers at every stage of their journey—from the moment they start using Snapfix, to long after they’ve embedded it into their daily operations. It’s not just about getting them set up; it’s about truly understanding their needs, helping them grow, and seeing them succeed based on the work we’ve done together. That’s where the real satisfaction comes from—when a customer takes what we’ve shown them, puts it into practice, and starts to see real value.

We take pride in building strong, lasting relationships. Whether it’s through proactive support, sharing best practices, or simply being there when they need guidance, our team is committed to being a true partner. We genuinely enjoy when customers reach out for advice or guidance on how to improve their operations, we’re always ready to share ideas and help tailor the platform to their needs.

One of the most rewarding moments is when a customer becomes an advocate—whether it’s a surprise email sharing their success, a testimonial, or a case study highlighting how Snapfix has transformed their operations. Even hearing that a specific team member made a difference in their experience is incredibly meaningful. Those are the moments that show us we’re delivering on what Customer Success truly means.

How do you collaborate with other teams at Snapfix to ensure the voice of the customer is heard?

At Snapfix, we’ve built a strong, continuous feedback loop that connects every team—so the voice of the customer is always front and center. We take into account what the Sales team hears from prospective customers, what the Marketing team learns through success stories and case studies, and of course, what our own Customer Success team gathers from day-to-day conversations. All of this feeds directly into our Product and Engineering teams, who are incredibly responsive and focused on implementing the features and improvements our customers actually want.

Because we’re still a relatively small and agile company, we’re able to communicate feedback quickly and effectively across teams. That agility allows us to act on what we hear almost immediately. Being customer-centric isn’t just a value—it’s part of how we operate daily. It ensures we’re always aligned with what our users need and continuously improving the platform in ways that truly matter to them.

Empowering Teams, Earning Trust, and Evolving Together

From frontline teams to senior leaders, the value of Snapfix is felt across every level of an organisation. Through a deep understanding of customer needs, a commitment to simplicity, and a collaborative, feedback-driven culture, the Customer Success team ensures that every user—not only adopts Snapfix, but thrives with it.

As Adrian shared, real success doesn’t come from software alone—it comes from strong partnerships, shared goals, and a platform that evolves with its users. At Snapfix, customer success isn’t a department—it’s a company-wide mission. And as we continue to grow, that mission remains the same: to empower teams everywhere to simplify maintenance, improve operations, and drive real impact, every single day.