HybridThree days per week in the San Francisco office are required.
About the job
Requirements
At least 5 years of experience in Customer Success, Account Management, Revenue Operations, or a related customer-facing role in an early-stage startup environment.
Experience building Customer Success processes at an early-stage B2B SaaS company.
Experience owning renewals and customer retention metrics.
Strong commercial judgment and ability to identify and execute expansion opportunities.
Experience managing complex customer relationships and executive stakeholders.
Customer-centric approach, with a focus on customer success and delivering customer experiences.
Operational mindset and a track record of improving processes and building scalable systems.
Ability to work in ambiguous situations and solve problems independently.
Ability to analyze data and metrics to identify trends, track customer health, and drive continuous-improvement insights.
High ownership and a bias toward action.
Responsibilities
Own the long-term success of customers and the overall health of the customer base, ensuring customers realize measurable business value, renew year after year, and become platform advocates.
Own renewals, retention, and account expansion; build return-on-investment-driven business cases, identify upsell opportunities, and partner with customers to grow their investment.
Design the playbooks, systems, metrics, and customer operating rhythm that will support the Customer Success function as the company scales.
Build trusted relationships with key customer stakeholders, lead business reviews, understand evolving customer goals, proactively identify risks, and guide customers toward successful outcomes.
Build and improve Customer Success systems, processes, and playbooks, including scalable approaches to onboarding, customer health monitoring, renewals, reporting, and account planning.
Become an expert in the company's products and customer workflows; help customers navigate technical challenges, diagnose issues, and drive resolution with Product and Engineering.
Personally own onboarding, customer success, renewals, expansion, and customer advocacy while building the function through hands-on work.
Work in person at the San Francisco office three days per week.
Desired Qualifications
Enjoy building as much as operating.
Prefer creating systems from scratch rather than working around broken ones.
Move seamlessly between customer conversations and spreadsheet analysis.
Know when to advise, when to sell, and when to jump in and solve a problem directly.
Thrive in small, high-accountability teams.
About SnapMagic
SnapMagic is the leading platform for electrical engineers, helping more than 2 million engineers design products like drones, electric vehicles, robotics systems, and VR headsets faster.
Over the past decade, we've built one of the world's largest electronics component databases and become a trusted platform across the electronics industry. Today, we're leveraging AI to transform how engineers discover, evaluate, and design with electronic components.
With strong revenue growth, proven product-market fit, and recent backing from leading Silicon Valley investors, we're entering our next phase of growth.
The Opportunity
Customer Success is one of the most important functions at SnapMagic.
We don't think of Customer Success as a support function—we think of it as the team responsible for protecting and growing one of our most valuable assets: long-term customer relationships.
Many of our customers have partnered with us for years. They've built critical workflows around SnapMagic, trust our team, and rely on us as a strategic partner. As we continue to grow, preserving and strengthening those relationships becomes even more important.
That's why we're hiring our first Head of Customer Success.
You'll own the entire customer experience, retention strategy, expansion revenue, and the systems that power Customer Success. You'll also partner closely with the founders to shape customer strategy, influence product direction, and help guide the company's next stage of growth.
But because we're an early-stage company, leadership doesn't mean managing a large team. You'll be both the strategist and the operator—working directly with customers every day while building the function that will support the next stage of the company.
If you're looking to inherit a team, this isn't the role. If you're excited to build one of the company's most important functions from the ground up, we'd love to meet you.
What You’ll Own:
Customer Success Strategy: Own the long-term success of our customers and the overall health of the customer base. Ensure customers realize measurable business value from SnapMagic, renew year after year, and become long-term advocates for our platform.
Renewals and Growth: Own renewals, retention, and account expansion. Build ROI-driven business cases, identify upsell opportunities, and partner with customers to grow their investment in SnapMagic over time.
Building the Customer Success Function: Design the playbooks, systems, metrics, and customer operating rhythm that will become the foundation of Customer Success as SnapMagic scales.
Strategic Account Management: Build trusted relationships with key customer stakeholders. Lead business reviews, understand evolving customer goals, proactively identify risks, and guide customers toward successful outcomes.
Customer Operations & Process Support: Build and improve the systems, processes, and playbooks that power Customer Success. Develop scalable approaches to onboarding, customer health monitoring, renewals, reporting, and account planning as the company grows.
Technical Support: Become an expert in SnapMagic's products and customer workflows. Help customers navigate technical challenges, diagnose issues, and drive resolution in partnership with Product and Engineering.
This is a hands-on leadership role. Today, you'll personally own onboarding, customer success, renewals, expansion, and customer advocacy. Over time, you'll build the function and team—but first, you'll lead by doing.
What We’re Looking For:
5+ years of experience in Customer Success, Account Management, Revenue Operations, or a related customer-facing role in an early stage start up environment
Experience building Customer Success at an early stage B2B SaaS company where you created the processes
Experience owning renewals and customer retention metrics
Strong commercial judgment and the ability to identify and execute expansion opportunities
Experience managing complex customer relationships and executive stakeholders
A customer-centric mindset and passion for delighting customers and driving their success. Proactive, empathetic, and dedicated to delivering exceptional customer experiences.
Operational mindset with a track record of improving processes and building scalable systems
Comfortable working in ambiguity and solving problems independently
Strong ability to analyze data and metrics to identify trends, track customer health, and drive insights for continuous improvement.
High ownership and a bias toward action
This is a hybrid position that will require in-person work days 3 days a week in our San Francisco office.
You Might Be a Good Fit If You
Enjoy building as much as operating
Prefer creating systems from scratch rather than working around broken ones
Can move seamlessly between customer conversations and spreadsheet analysis
Know when to advise, when to sell, and when to jump in and solve the problem yourself.
Thrive in small, high-accountability teams
Perks and Benefits:
At SnapMagic, we believe in fostering an environment where your career thrives, and your well-being is prioritized. Join us and enjoy the following perks and benefits!
A role at the helm of growth, with vast opportunities for impact and innovation.
Competitive compensation packages
Comprehensive Medical, Dental and Vision coverage + dependent coverage
401k plan
Innovative Work Environment- we value innovation and encourage creative thinking
The expected salary range for this role is $170-$220,000, with the opportunity for significant variable incentive, along with equity. Job level and salary opportunities are evaluated through our interview process.