Customer Success & Growth Lead

About the role

The Customer Success & Growth Lead will own the post-sales customer journey end-to-end, from onboarding and adoption through renewal and expansion. They will ensure customers realize measurable value from SnapMagic and develop strategies for long-term success. The role involves building and maintaining strong relationships with key stakeholders, improving renewal workflows, customer health tracking, onboarding processes, reporting, and playbooks. This is a highly visible role combining customer success, account management, and operational leadership.

Responsibilities

• Own Customer Success: Own the customer journey end-to-end, from onboarding and adoption through renewal and expansion. Ensure customers realize measurable value from our platform and develop strategies that drive long-term success.
• Relationship Management: Build and maintain strong relationships with key stakeholders across customer organizations. Serve as a trusted advisor, understanding customer goals, identifying opportunities to deliver additional value, and proactively addressing risks.
• 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.
• Renewals and Expansion: Own renewal conversations and customer retention outcomes. Identify opportunities for upsell and account growth, build ROI-driven business cases, and partner with customers to expand their success with SnapMagic over time.
• 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.

Requirements

• 5+ years of experience in Customer Success, Account Management, Revenue Operations, or a related customer-facing role, preferably in an early-stage startup environment
• 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

Qualifications

• 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 be consultative, when to be commercial, and when to roll up your sleeves and solve a problem yourself, and thrive in small, high-accountability teams.

Skills

• Strong communication and interpersonal skills
• Ability to manage multiple priorities and deadlines
• Experience with CRM tools and customer relationship management
• Knowledge of electronics engineering principles and practices

Benefits

• Competitive compensation packages
• Comprehensive Medical, Dental, and Vision coverage + dependent coverage
• 401(k) plan
• Innovative Work Environment
• Work-life balance with flexible paid time off