About the job
At SnapMagic, we are revolutionizing the digital growth engine for the global electronics sector.
Our flagship platform, SnapMagic Search (previously known as SnapEDA), engages over 2 million engineers each year and serves as the go-to discovery layer for electronic components. We are now expanding SnapMagic Copilot, leveraging a unique dataset of over 10 million components to function as the discovery and demand layer for the electronics industry worldwide.
Having doubled our revenue since our initial funding round, we operate with a small but exceptional team. Our clients are growing alongside us, and we seek a dynamic individual to transform Customer Success into a robust, revenue-generating powerhouse.
Role Overview:
We are on the lookout for a pioneering Customer Success Manager to take charge of the Customer Success function from the ground up.
This is a hands-on leadership role where you will be the first senior hire in Customer Success, managing accounts directly while crafting the systems, playbooks, and foundational elements for the future team.
You will oversee all post-sale activities: onboarding, adoption, renewals, expansion, escalations, and the entire CS operating model. You will take the initiative to address any ambiguities or inefficiencies by implementing effective processes. Collaboration with Sales, Product, Engineering, and Leadership will be crucial to enhance SnapMagic's value delivery and customer growth.
Key Responsibilities:
Manage the entire post-sale customer journey, including onboarding, adoption, renewals, and upselling.
Directly oversee a portfolio of clients, including key strategic and enterprise accounts.
Develop Customer Success from the ground up, including success plans, onboarding frameworks, renewal processes, health scores, and MBRs/QBRs.
Collaborate with Product and Engineering teams to articulate customer needs, resolve issues, and influence product roadmap decisions.
Design scalable yet efficient Customer Success processes that enhance team productivity.
Lay the groundwork for future Customer Success initiatives and team expansions.

