Head of Customer Success

Job description

About SnapMagic 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. The Opportunity Customer Success is one of the most important functions at SnapMagic. We don't think of Customer Success as a support function—we think of it as the team responsible for protecting and growing one of our most valuable assets: long-term customer relationships. Many of our customers have partnered with us for years. They've built critical workflows around SnapMagic, trust our team, and rely on us as a strategic partner. As we continue to grow, preserving and strengthening those relationships becomes even more important. That's why we're hiring our first Head of Customer Success. You'll own the entire customer experience, retention strategy, expansion revenue, and the systems that power Customer Success. You'll also partner closely with the founders to shape customer strategy, influence product direction, and help guide the company's next stage of growth. But because we're an early-stage company, leadership doesn't mean managing a large team. You'll be both the strategist and the operator—working directly with customers every day while building the function that will support the next stage of the company. If you're looking to inherit a team, this isn't the role. If you're excited to build one of the company's most important functions from the ground up, we'd love to meet you. 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,...