About the job
At SnapMagic, we are revolutionizing digital growth for the global electronics sector.
Our flagship platform, SnapMagic Search (previously SnapEDA), caters to over 2 million engineers annually, serving as the primary discovery layer for electronic components. We are excited to expand SnapMagic Copilot, leveraging our proprietary dataset of over 10 million components to enhance discovery and drive demand across the global electronics market.
Having doubled our revenue since our seed funding, we are on an upward trajectory with a talented team that maintains high standards. As our customer base scales, we are seeking a skilled Customer Success Manager to transform our Customer Success function into a robust, revenue-generating powerhouse.
Key Responsibilities:
We are looking for a proactive Founding Customer Success Lead who will take charge of the end-to-end Customer Success journey.
This hands-on role requires you to be our first senior Customer Success hire. You will directly manage client accounts while also developing the systems, playbooks, and frameworks that our Customer Success team will rely on.
You will oversee all post-sale activities: onboarding, customer adoption, renewals, upselling, and the operational model of Customer Success. When there are challenges or inefficiencies, you will address them with a keen eye, first exercising judgment and then implementing processes. Collaboration with Sales, Product, Engineering, and Leadership will be crucial to ensure SnapMagic delivers exceptional value and grows alongside our customers.
You will:
Manage the complete post-sale customer lifecycle including onboarding, adoption, renewals, and upselling.
Directly handle a portfolio of customers, with a focus on strategic and enterprise accounts.
Develop Customer Success from the ground up, including success plans, onboarding frameworks, renewal strategies, health scores, and management review meetings.
Collaborate with Product and Engineering to advocate for customer needs, resolve issues, and influence product roadmap strategies.
Design scalable yet efficient Customer Success processes that enhance team productivity.
Lay the groundwork for future Customer Success initiatives.
