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SnapMagic · 1 day ago

Customer Success Manager

Redwood City, CA

Full-time

Hybrid

Mid Level

4+ years exp

SnapMagic is on a mission to revolutionize the electronics industry by empowering engineers with tools that enhance their design capabilities. As a Customer Success Manager, you will guide customers through onboarding, build strong relationships, and drive renewals and expansions within the customer base of electronic component suppliers.

Enterprise SoftwareHardwareSoftware

Responsibilities

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

Qualification

Customer SuccessTechnical AptitudeAnalytical SkillsSaaS ExperienceCustomer-Centric MindsetCommunicationCollaborative Spirit

Required

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

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