Head of Customer Success
About the role
The Head of Customer Success will own the entire customer experience, retention strategy, expansion revenue, and the systems that power Customer Success. This is a hands-on leadership role where you'll personally own onboarding, customer success, renewals, expansion, and customer advocacy. Over time, you'll build the function and team—but first, you'll lead by doing.
What You’ll Own
Customer Success Strategy: Own the long-term success of our customers and the overall health of the customer base. Ensure customers realize measurable business value from SnapMagic, renew year after year, and become long-term advocates for our platform.
Renewals and Growth: Own renewals, retention, and account expansion. Build ROI-driven business cases, identify upsell opportunities, and partner with customers to grow their investment in SnapMagic over time.
Building the Customer Success Function: Design the playbooks, systems, metrics, and customer operating rhythm that will become the foundation of Customer Success as SnapMagic scales.
Strategic Account Management: Build trusted relationships with key customer stakeholders. Lead business reviews, understand evolving customer goals, proactively identify risks, and guide customers toward successful outcomes.
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.
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.
What We’re Looking For
5+ years of experience in Customer Success, Account Management, Revenue Operations, or a related customer-facing role in an early stage start up environment.
Experience building Customer Success at an early stage B2B SaaS company where you created the processes.
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.
An operational mindset with a track record of improving processes and building scalable systems.
Comfortable working in ambiguity and solving problems independently.
A strong ability to analyze data and metrics to identify trends, track customer health, and drive insights for continuous improvement.
A high ownership and a bias toward action.
Job Details
Hybrid position that requires in-person work days 3 days a week in our San Francisco office.
Competitive compensation packages including a role at the helm of growth, with vast opportunities for impact and innovation.
Comprehensive Medical, Dental and Vision coverage + dependent coverage.
401k plan.
Innovative Work Environment - we value innovation and encourage creative thinking.
Work life balance - flexible paid time off.
The expected salary range for this role is $140K-$180K, with the opportunity for significant variable incentive, along with equity.