Customer Success Manager

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 a Customer Success Manager.

You'll own the day-to-day customer experience for your accounts, from onboarding and campaign execution to communication, issue resolution, and growth. You'll work closely with the Head of Customer Success, Product, and Engineering to make sure customers feel supported, informed, and confident in SnapMagic.

This is a high-ownership role. You are not a coordinator. You are an owner. You'll be both the operator and the voice of the customer, working directly with customers every day and turning what you hear into action.

What You'll Own

• Customer Communication: Be the trusted, responsive point of contact for your customers. Respond quickly and accurately, keep partner inboxes clean and moving, send monthly partner updates, and communicate in a way that is clear, confident, and helpful.

• Customer Meetings & Follow-Through: Prepare for and lead customer meetings. Capture feedback, asks, blockers, and opportunities, and send clear follow-ups the same day (target: within one hour) with owners and deadlines. If something comes in writing, you close it in writing.

• Onboarding: Own onboarding end to end across our different product suites. Gather customer requirements, translate them into internal action items and Linear cards, test after launch, and keep customers informed throughout.

• Campaign Performance: Monitor media campaigns closely, keep spend and targets on track, send daily campaign status reports, restart campaigns on the 1st of the month, and flag risks early.

• Renewals and Growth: Support retention and account expansion within your accounts. Identify upsell opportunities, surface unmet customer needs, and help customers see and grow the value they get from SnapMagic.

• Issues & Technical Support: Become an expert in SnapMagic's products and customer workflows. Replicate bugs, file clear Linear cards, follow up with Product and Engineering until resolved, and keep customers updated on status. Generate customer data reports, process CAD build requests, and support invoicing and billing questions.

• Customer Operations & Process Support: Keep HubSpot, Linear, Trello, and Slite current so nothing lives only in your head. If it's not logged, it didn't happen. Help refine the playbooks and workflows the team uses as we scale.

This is a hands-on role. You'll personally own the customer relationship and the execution behind it, and you'll be expected to understand how the work gets done, not just hand it off.

What We're Looking For

• 2-4 years of experience in Customer Success, Account Management, Customer Support, or a related customer-facing role, ideally in an early-stage startup environment

• Experience owning onboarding, customer communication, and day-to-day account health for a book of B2B customers

• A customer-centric mindset: proactive, empathetic, and dedicated to delivering an exceptional customer experience

• Excellent written communication. You are clear, concise, and accurate, and you never send something you don't fully understand

• Ability to learn technical products quickly and diagnose customer issues in partnership with Product and Engineering

• Strong organizational skills and the discipline to keep systems and follow-ups clean and current

• Comfortable analyzing data and metrics to spot trends and track customer health

• Comfortable working in ambiguity, trying to solve problems first, and escalating early when risk appears

• High ownership and a bias toward action

• This is a hybrid position that requires in-person work 3 days a week in our San Francisco office

You Might Be a Good Fit If You

• Make progress feel easy for customers, without chasing or pressure

• Can move seamlessly between customer conversations and spreadsheet analysis

• Ask sharp questions early, then come back with a recommendation instead of a problem

• Know when to advise, when to grow the account, and when to jump in and solve the problem yourself

• Thrive in small, high-accountability teams

Perks and Benefits

At SnapMagic, we believe in fostering an environment where your career thrives, and your well-being is prioritized. Join us and enjoy the following 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 with flexible paid time off