Customer Success Manager

SnapMagic • San Francisco, CA

13h • Hybrid

About The Position

Customer Success is one of the most important functions at SnapMagic. In this role, you’ll own our strategic customer relationships and make sure those customers win. You’ll execute for them directly, champion their needs across the company, provide the support that helps them thrive, and bring in executives and experts when it matters, while being ready to deliver for the customer yourself. 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. As a CSM, 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 cross-functionally with key stakeholders to get things done for customers quickly and deliver real value, so they 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. You are the CEO of your accounts. When you spot a gap for a customer, you figure out how to solve it, quickly and in a way that scales.

Requirements

• 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. You take the time to become an expert on everything you put in front of a customer, so you’re seen as a true, trusted advisor with real credibility.
• 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

Nice To Haves

• 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

Responsibilities

• Prepare for and lead customer meetings, with an emphasis on executives and CEOs at the strategic level. Do the prep work and build strategic slides. 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.
• Own onboarding end to end across our different product suites. Gather customer requirements, translate them into internal action items and Hubspot tickets, test after launch, and keep customers informed throughout.
• 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.
• 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.
• 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.
• Turn complex data into something clear and easy for customers to understand, so they can see what it means and act on it.
• Keep HubSpot, Linear, Trello 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.
• 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.
• 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.

Benefits

• Ownership and empowerment of your accounts
• Competitive compensation packages
• Comprehensive Medical, Dental and Vision coverage + dependent coverage
• 401k plan
• Innovative work environment. We value innovation and encourage creative thinking

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed