Customer Success & Growth Lead
SnapMagic · Palo Alto, CA · 5 mo ago
On-siteCustomer Service$140k–$180k/yrFull-time
About the role
This is a highly visible role that combines customer success, account management, and operational leadership. You'll be responsible for helping customers realize value from SnapMagic, driving renewals and expansion, and building the systems and processes that allow Customer Success to scale.
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
- Experience in early-stage startups preferred
- Proven track record of driving customer success and retention
- Ability to manage multiple priorities and adapt to changing requirements
- Excellent communication and interpersonal skills
- Strong analytical and problem-solving skills
Skills
- Customer Success
- Account Management
- Revenue Operations
- Customer Retention
- Renewal Management
- Customer Health Monitoring
- Onboarding Processes
- Reporting and Analytics
- Process Improvement
- Customer Relationship Management
- Technical Support
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
Pay
The expected salary range for this role is $140K-$180K, with the opportunity for significant variable incentive, along with equity.
Schedule
This is a hybrid position that will require in-person work days 3 days a week in our San Francisco office.