Head of Customer Success

SnapMagic
Redwood City, San Francisco, Palo Alto, San Jose, San Mateo
Workplace: HybridFull timeUSD 140,000 - 180,000 annuallyFunction: Customer Success & Account ManagementExperience: 5+ yearsSkills: ["Customer-centric mindset","Executive stakeholder management","Commercial judgment","Operational mindset","High ownership"]

Own the full customer experience—retention strategy, renewals, and expansion revenue—for an early-stage B2B SaaS platform used by electrical engineers. Build the customer success function from the ground up with playbooks, metrics, and scalable onboarding and health monitoring. Lead executive relationship management, diagnose technical issues with Product and Engineering, and help shape product direction in partnership with the founders.

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FursaFursa
SnapMagic
SnapMagic
2 years ago

Head of Customer Success

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Source: Company careers pageValidated by: Fursa AI
Last checked: 19 hours agoStatus: Live

Job Summary

Own the full customer experience—retention strategy, renewals, and expansion revenue—for an early-stage B2B SaaS platform used by electrical engineers. Build the customer success function from the ground up with playbooks, metrics, and scalable onboarding and health monitoring. Lead executive relationship management, diagnose technical issues with Product and Engineering, and help shape product direction in partnership with the founders.
Location: Redwood City, San Francisco, Palo Alto, San Jose, San Mateo
Workplace: Hybrid
Employment Type: Full time
Job Function: Customer Success & Account Management
Seniority: Manager level

Key Responsibilities

  • •Own customer relationships and ensure customers realize meaningful business value from SnapMagic.
  • •Design the Customer Success playbooks, systems, metrics, and operating rhythm as the company scales.
  • •Manage renewal conversations, retention outcomes, and expansion/upsell opportunities.
  • •Build and improve onboarding, customer health monitoring, reporting, and account planning processes.
  • •Lead technical support by diagnosing customer issues in partnership with Product and Engineering.

Pay and Benefits

Salary: USD 140,000 - 180,000 annually
Equity and Bonus:Equity
Perks:Health InsuranceDentalVision401kPaid Leave

Key Requirements

  • •5+ years of experience in Customer Success, Account Management, Revenue Operations, or a related customer-facing role in an early-stage startup environment.
  • •Experience building Customer Success processes at an early-stage B2B SaaS company.
  • •Experience owning renewals and customer retention metrics.
  • •Strong commercial judgment to identify and execute expansion opportunities.
  • •Experience managing complex customer relationships and executive stakeholders.
Experience:5+ yearsB2B SaaSEarly-stage startupCustomer success
Skills:Customer-centric mindsetExecutive stakeholder managementCommercial judgmentOperational mindsetHigh ownership

Company Brief

SnapMagic
Provides interactive photo and social media engagement solutions for events and venues, offering branded photo booths, instant sharing, and digital experiences to boost attendee engagement and generate marketing content for brands and organizers.
Industry: Events & Live Entertainment
Website