Head of Customer Success

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 Relationship: Become the executive owner of our customer relationships. Ensure every customer realizes meaningful business value from SnapMagic, builds a long‑term partnership with us, and sees us as an indispensable part of their business. 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. 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. 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. 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. This is a hands‑on leadership role. Today, 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 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. 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 This is a hybrid position that will require in‑person work days 3 days a week in our San Francisco office. You Might Be a Good Fit If You Enjoy building as much as operating Prefer creating systems from scratch rather than working around broken ones Can move seamlessly between customer conversations and spreadsheet analysis Know when to advise, when to sell, and when to jump in and solve the problem yourself. Thrive in small, high‑accountability teams Perks and Benefits A role at the helm of growth, with vast opportunities for impact and innovation. 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 The expected salary range for this role is $140,000–$180,000, with the opportunity for significant variable incentive, along with equity. Job level and salary opportunities are evaluated through our interview process. #J-18808-Ljbffr