Head of Customer Success

About SnapMagic

SnapMagic is a premier platform tailored for electrical engineers, supporting over 1.5 million professionals in accelerating the design of products such as drones, electric vehicles, robotics systems, and virtual reality headsets. With one of the largest electronics component databases globally, SnapMagic is a trusted resource in the electronics field and continues to innovate by integrating AI to enhance how engineers discover and work with electronic components. Following robust revenue growth and strong validation from the market, alongside investment from top Silicon Valley backers, the company is poised for its next expansion phase.

Role Overview

The Customer Success function at SnapMagic is pivotal, seen not merely as support but as the guardians of enduring customer relationships. Many clients have maintained long-standing collaborations, relying on SnapMagic as a strategic ally. The company seeks its inaugural Head of Customer Success who will oversee the entire customer journey, retention methods, revenue expansion, and the underlying systems that support this function. Close collaboration with company founders will be essential to influence product development and guide SnapMagic’s growth trajectory. This leadership position demands a hands-on approach rather than managing an existing team, building this critical function from scratch and engaging directly with customers on a daily basis.

Key Responsibilities

• Develop and execute a comprehensive customer success strategy to ensure clients achieve measurable value, encourage renewals, and foster advocacy for the SnapMagic platform.
• Manage renewal processes and retention efforts, identify upselling opportunities, and collaborate with customers to grow their usage and investment.
• Design foundational playbooks, metrics, and operating procedures for scaling the Customer Success department.
• Establish strong, trust-based relationships with key customer stakeholders, conduct business reviews, anticipate risks, and guide clients toward achieving their objectives.
• Construct and enhance systems, processes, and operational playbooks that support customer onboarding, health monitoring, renewals, reporting, and account planning.
• Acquire expert knowledge of SnapMagic’s products and client workflows to assist customers in overcoming technical challenges and coordinate with Product and Engineering teams for issue resolution.

Desired Qualifications

• More than 5 years in Customer Success, Account Management, or Revenue Operations, preferably within early-stage startups.
• Demonstrated success in establishing Customer Success functions and processes in B2B SaaS environments.
• Proven track record in managing renewals and retention metrics.
• Strong commercial acumen with the ability to spot and act on expansion opportunities.
• Experience managing complex customer relationships and interacting with executive-level stakeholders.
• Customer-focused mindset with dedication to delivering outstanding experiences through empathy, proactivity, and commitment.
• Operational expertise with a focus on process improvement and scalable system development.
• Comfort operating in ambiguous environments with independent problem-solving skills.
• Capability to analyze data and metrics to discern trends and drive continuous improvements in customer health and success.
• High responsibility with a hands-on, action-oriented approach.
• Willingness to work in a hybrid setting, based in San Francisco with onsite presence three days per week.

Ideal Candidate Traits

• Enjoys both building and managing operational systems.
• Prefers to create efficient systems anew rather than applying fixes to flawed ones.
• Excels in balancing client engagement with analytical tasks.
• Knows when to advise clients, when to sell, and when to personally resolve problems.
• Thrives working within small, accountable teams.

Perks and Benefits

• Key leadership role with significant scope for impact and innovation.
• Competitive salary offering between $140,000 and $180,000 annually, plus substantial performance incentives and equity participation.
• Comprehensive health benefits including Medical, Dental, Vision, and coverage for dependents.
• 401(k) retirement plan.
• Stimulating, innovation-friendly work environment.
• Emphasis on work-life balance supported by flexible paid time off.