Head of Customer Success

About the role

SnapMagic is the leading platform for electrical engineers, helping more than 1.5 million engineers design products like drones, electric vehicles, robotics systems, and VR headsets faster. Over the past decade, we've built one of the world's largest electronics component databases and become a trusted platform across the electronics industry. Today, we're leveraging AI to transform how engineers discover, evaluate, and design with electronic components. With strong revenue growth, proven product-market fit, and recent backing from leading Silicon Valley investors, we're entering our next phase of growth.

Responsibilities

• 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.
• 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.
• Design the playbooks, systems, metrics, and customer operating rhythm that will become the foundation of Customer Success as SnapMagic scales.
• Build trusted relationships with key customer stakeholders.
• Lead business reviews, understand evolving customer goals, proactively identify risks, and guide customers toward successful outcomes.
• 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.
• 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 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.
• 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

Benefits

• Competitive compensation packages
• 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

Pay

The expected salary range for this role is $170-$220,000, with the opportunity for significant variable incentive, along with equity. Job level and salary opportunities are evaluated through our interview process. Compensation Range: $170K - $220K

Schedule

This is a hybrid position that will require in-person work days 3 days a week in our San Francisco office.