Head of Customer Success

About the role

SnapMagic is seeking its first Head of Customer Success to own the end‑to‑end customer experience, drive retention and expansion revenue, and build the function from the ground up. You will work closely with the founders, shape customer strategy, and influence product direction while staying hands‑on with key accounts.

Key responsibilities

• Define and execute a long‑term Customer Success strategy that ensures measurable business value for clients and high renewal rates.
• Lead renewals, retention, and account expansion by building ROI‑driven business cases and identifying upsell opportunities.
• Design playbooks, metrics, systems, and operating rhythms that will scale as SnapMagic grows.
• Manage strategic accounts, conduct business reviews, anticipate risks, and guide customers toward successful outcomes.
• Develop and continuously improve processes, tools, and documentation that power the Customer Success organization.
• Collaborate directly with customers daily while establishing the foundation for a future, larger team.

Required profile

• Proven experience leading Customer Success or similar client‑facing functions in a fast‑growing technology environment.
• Hands‑on mindset with the ability to work directly with customers and senior stakeholders.
• Strategic thinker comfortable building frameworks, metrics, and scalable processes from scratch.
• Strong communication and relationship‑building skills, capable of influencing founders and product teams.
• Comfortable operating in an early‑stage, high‑growth company without a large existing team.

Required skills