Customer Success Manager

3 months ago

Redwood City, United States SnapMagic Full time

SnapMagic, the leading platform for electrical engineers, is revolutionizing electronics design with artificial intelligence. We help 1.5 million engineers design products like drones, electric cars, and virtual reality headsets 10x faster. With 10+ years of proven market traction (revenue driven growth), SnapMagic is fresh off a round of VC funding from leading Silicon valley investors to accelerate our business into the next stages of growth.

What you'll do:

As a pivotal member of our Customer Success team, you'll be at the forefront of driving growth within our customer base at SnapMagic. You will guide global component manufacturers on their digital transformation journey, enabling a new online channel for them to grow their influence within the engineering community.

You will be responsible for building value, establishing deep relationships, and driving renewals and expansions within our global customer base of electronic component suppliers.

What you'll be doing:

  • Onboarding and Adoption: Guide new customers through the onboarding process, ensuring a smooth transition onto the SnapMagic platform. Provide training and support to help clients maximize the value of our tools and features.
  • Relationship Management: Develop and nurture strong, long-lasting relationships with key stakeholders within our customer base. Serve as a trusted advisor, understanding their unique needs and goals, and proactively offering solutions and guidance to drive success.
  • Customer Advocacy: Act as the voice of the customer within SnapMagic, advocating for their needs and priorities. Gather feedback, insights, and feature requests, and collaborate with product and development teams to continuously improve our platform.
  • Renewals and Expansion: Work closely with sales and account management teams to identify opportunities for upselling and cross-selling. Ensure high renewal rates by demonstrating ongoing value and ROI to our customers.
  • Technical Support: Serve as a technical resource for customers, troubleshooting issues, providing solutions, and escalating complex issues as needed. Collaborate with our engineering and support teams to resolve customer challenges effectively.
  • 4+ years of experience in a customer-facing role, preferably in customer success, account management, or technical support within the SaaS industry.
  • Technical Aptitude: Ability to quickly understand and articulate complex technical concepts related to our platform. Previous experience in electrical engineering or related fields is a plus.
  • Strong Communication Skills: Excellent verbal and written communication skills, with the ability to effectively convey technical information to both technical and non-technical audiences.
  • Customer-Centric Mindset: A passion for delighting customers and driving their success. Proactive, empathetic, and dedicated to delivering exceptional customer experiences.
  • Analytical Skills: Comfortable analyzing data and metrics to identify trends, track customer health, and drive insights for continuous improvement.
  • Collaborative Spirit: Ability to work cross-functionally with sales, product, and engineering teams to achieve shared goals and objectives.
  • This is a hybrid position that will require in-person work days 3 days a week in our Silicon Valley office.
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- flexible paid time off

The expected salary range for this role is $120K-$170K, with the opportunity for significant variable incentive, along with equity. Job level and salary opportunities are evaluated through our interview process.

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