HybridThree days in the San Francisco office per week are required.
Customer Experience & SupportCustomer Success
About the job
Requirements
2–4 years of experience in Customer Success, Account Management, Customer Support, or a related customer-facing role, ideally in an early-stage startup environment.
Experience owning onboarding, customer communication, and day-to-day account health for a book of B2B customers.
Be proactive, empathetic, and dedicated to delivering an exceptional customer experience.
Communicate clearly, concisely, and accurately in writing, and understand all information shared with customers.
Learn technical products quickly and diagnose customer issues in partnership with Product and Engineering.
Maintain organized systems and current follow-ups.
Analyze data and metrics to identify trends and track customer health.
Work effectively amid ambiguity, attempt to solve problems, and escalate early when risks appear.
Work in person at the San Francisco office three days per week.
Responsibilities
Prepare for and lead customer meetings, particularly with executives and CEOs; create strategic presentation materials; capture feedback, requests, blockers, and opportunities; and send same-day follow-ups with owners and deadlines.
Own customer onboarding end to end across product suites by gathering requirements, translating them into internal action items and HubSpot tickets, testing after launch, and keeping customers informed.
Monitor media campaigns, keep spending and targets on track, send daily campaign status reports, restart campaigns on the first of each month, and flag risks early.
Support customer retention and account expansion by identifying upsell opportunities, surfacing unmet customer needs, and helping customers realize and grow the value they receive.
Learn SnapMagic products and customer workflows; replicate bugs, file Linear cards, follow up with Product and Engineering until issues are resolved, and update customers on status.
Generate customer data reports, process CAD build requests, and support invoicing and billing questions.
Explain complex data clearly so customers can understand it and act on it.
Keep HubSpot, Linear, and Trello up to date and help refine team playbooks and workflows.
Serve as the responsive customer point of contact, maintain partner inboxes, send monthly partner updates, and communicate clearly and helpfully.
Personally own customer relationships and execution, identify customer gaps, and develop solutions that address them and scale.
Desired Qualifications
Experience in Customer Success, Account Management, Customer Support, or a related customer-facing role in an early-stage startup environment.
Make progress easy for customers without chasing or pressuring them.
Move comfortably between customer conversations and spreadsheet analysis.
Ask incisive questions early and return with recommendations.
Know when to advise, grow an account, or personally solve a problem.
Thrive in small, high-accountability teams.
About SnapMagic
SnapMagic is building the digital growth engine for the global electronics industry.
More than 2 million engineers use SnapMagic every year to discover electronic components and design products faster. Behind the scenes, we're building the operating system for electronics design: one of the world's largest electronics component databases, a platform the industry already trusts, and a new generation of AI tools (like our new AI assisted design) that take engineers from idea to working hardware faster than ever before.
With strong revenue growth, proven product-market fit, and backing from leading Silicon Valley investors including Y Combinator, we're scaling fast and building the team to take us there. The next chapter of how the world's hardware gets designed is being written now, and we want you in the room for it.
The Opportunity
Customer Success is one of the most important functions at SnapMagic. In this role, you’ll own our strategic customer relationships and make sure those customers win. You’ll execute for them directly, champion their needs across the company, provide the support that helps them thrive, and bring in executives and experts when it matters, while being ready to deliver for the customer yourself.
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.
As a CSM, you’ll own the day-to-day customer experience for your accounts, from onboarding and campaign execution to communication, issue resolution, and growth. You’ll work cross-functionally with key stakeholders to get things done for customers quickly and deliver real value, so they feel supported, informed, and confident in SnapMagic.
This is a high-ownership role. You are not a coordinator. You are an owner. You’ll be both the operator and the voice of the customer, working directly with customers every day and turning what you hear into action. You are the CEO of your accounts. When you spot a gap for a customer, you figure out how to solve it, quickly and in a way that scales.
What You'll Own
Customer Meetings & Follow-Through: Prepare for and lead customer meetings, with an emphasis on executives and CEOs at the strategic level. Do the prep work and build strategic slides. Capture feedback, asks, blockers, and opportunities, and send clear follow-ups the same day (target: within one hour) with owners and deadlines. If something comes in writing, you close it in writing.
Onboarding: Own onboarding end to end across our different product suites. Gather customer requirements, translate them into internal action items and Hubspot tickets, test after launch, and keep customers informed throughout.
Campaign Performance: Monitor media campaigns closely, keep spend and targets on track, send daily campaign status reports, restart campaigns on the 1st of the month, and flag risks early.
Renewals and Growth: Support retention and account expansion within your accounts. Identify upsell opportunities, surface unmet customer needs, and help customers see and grow the value they get from SnapMagic.
Issues & Technical Support: Become an expert in SnapMagic’s products and customer workflows. Replicate bugs, file clear Linear cards, follow up with Product and Engineering until resolved, and keep customers updated on status. Generate customer data reports, process CAD build requests, and support invoicing and billing questions.
Data & Reporting: Turn complex data into something clear and easy for customers to understand, so they can see what it means and act on it.
Customer Operations & Process Support: Keep HubSpot, Linear, Trello current so nothing lives only in your head. If it’s not logged, it didn’t happen. Help refine the playbooks and workflows the team uses as we scale.
Customer Communication: Be the trusted, responsive point of contact for your customers. Respond quickly and accurately, keep partner inboxes clean and moving, send monthly partner updates, and communicate in a way that is clear, confident, and helpful.
This is a hands-on role. You'll personally own the customer relationship and the execution behind it, and you'll be expected to understand how the work gets done, not just hand it off.
What We're Looking For
2-4 years of experience in Customer Success, Account Management, Customer Support, or a related customer-facing role, ideally in an early-stage startup environment
Experience owning onboarding, customer communication, and day-to-day account health for a book of B2B customers
A customer-centric mindset: proactive, empathetic, and dedicated to delivering an exceptional customer experience
Excellent written communication. You are clear, concise, and accurate, and you never send something you don’t fully understand. You take the time to become an expert on everything you put in front of a customer, so you’re seen as a true, trusted advisor with real credibility.
Ability to learn technical products quickly and diagnose customer issues in partnership with Product and Engineering
Strong organizational skills and the discipline to keep systems and follow-ups clean and current
Comfortable analyzing data and metrics to spot trends and track customer health
Comfortable working in ambiguity, trying to solve problems first, and escalating early when risk appears
High ownership and a bias toward action
This is a hybrid position that requires in-person work 3 days a week in our San Francisco office
You Might Be a Good Fit If You
Make progress feel easy for customers, without chasing or pressure
Can move seamlessly between customer conversations and spreadsheet analysis
Ask sharp questions early, then come back with a recommendation instead of a problem
Know when to advise, when to grow the account, 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. If you want to learn and grow, we’ll give you the room and support to do it, and we’ll actively invest in your growth as the company scales. Join us and enjoy the following perks and benefits!
Ownership and empowerment of your accounts
Competitive compensation packages
Comprehensive Medical, Dental and Vision coverage + dependent coverage
401k plan
Innovative work environment. We value innovation and encourage creative thinking