Head of Customer Success
California, Kentucky, United States · Full Time
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- Experience
- 5+ yrs
- Salary
- USD 140,000 – USD 180,000 / year
- Openings
- 1
- Posted
- 2 weeks ago
- Work mode
- In office
- Resume
- Required to apply
Where you'll work
Job description
About SnapMagic
SnapMagic stands as a premier platform for electrical engineers, facilitating rapid design of products such as drones, electric vehicles, robotics systems, and VR headsets for over 1.5 million users. With a decade-long history, the company boasts one of the largest electronics component databases globally and is recognized throughout the electronics sector. Presently, SnapMagic is using AI to revolutionize how engineers discover, evaluate, and design with electronic components. Supported by robust revenue growth, confirmed product-market fit, and recent Silicon Valley investor backing, the company is embarking on its next expansion phase.
Role Overview
The Customer Success team is vital at SnapMagic, viewed not as a support unit but as protectors and cultivators of long-term customer partnerships. Many clients have engaged with SnapMagic for years, integrating it into crucial workflows and relying on the team as trusted strategic partners. As growth continues, safeguarding and strengthening these partnerships is increasingly crucial.
As the inaugural Head of Customer Success, you will lead the entire customer experience, retention planning, revenue expansion, and the operational frameworks supporting Customer Success. Collaborating closely with the founders, you'll shape customer strategies, influence product developments, and steer the company’s growth trajectory. This leadership role is hands-on, encompassing direct customer engagement and foundational function building, without inheriting a large existing team.
Key Responsibilities
- Act as the executive custodian of customer relationships, ensuring clients derive substantial business value from SnapMagic and perceive it as a vital business component.
- Develop the Customer Success framework including strategies, systems, performance metrics, and operational cadence to support scaling.
- Establish and nurture strong ties with key customer stakeholders, acting as a trusted advisor to recognize opportunities and proactively mitigate risks.
- Lead contract renewals and retention efforts; pinpoint upsell potential, construct ROI-based proposals, and promote customer success growth over time.
- Design and enhance Customer Success processes covering onboarding, health monitoring, renewals, reporting, and account planning to support scalability.
- Gain deep expertise in SnapMagic’s products and workflows to assist customers with technical issues, troubleshooting alongside Product and Engineering teams.
Candidate Profile
- Minimum of five years' experience in Customer Success, Account Management, Revenue Operations, or related roles within early-stage startups.
- Proven ability to establish Customer Success functions and processes in early-stage B2B SaaS companies.
- Experience managing customer retention and renewal targets.
- Strong commercial insight with a knack for identifying and driving expansion opportunities.
- Skilled in handling intricate client relationships and engaging executive-level stakeholders.
- Customer-focused attitude dedicated to outstanding client experiences, proactive engagement, and empathy.
- Operations-oriented with a record of process enhancement and scalable system implementation.
- Adept at navigating ambiguity and independently resolving challenges.
- Competent in analyzing data to monitor customer health and inform continuous improvements.
- High ownership mentality and strong drive to take initiative.
- Hybrid working model requiring three in-person days weekly at the San Francisco office.
Ideal Traits
- Passion for building systems as well as operating them.
- Preference for creating frameworks from scratch instead of patchwork solutions.
- Able to fluidly balance strategic discussions and data analysis.
- Good judgment on advising, selling, or hands-on problem solving in customer scenarios.
- Thrives in small teams with high accountability.
Compensation and Benefits
- Leadership role with ample opportunity for impact and innovation.
- Competitive salary with total compensation between $140,000 and $180,000 plus substantial variable incentives and equity options.
- Comprehensive medical, dental, vision, and dependent coverage.
- 401(k) retirement plan.
- Innovative and creative work environment encouraging thoughtful risk-taking.
- Flexible paid time off supporting work-life balance.