Customer Success Manager (Settlement & Notary)

Snapdocs, the market leader in modernizing residential mortgage closings. As a Customer Success Manager, you will own the customer relationship and commercial outcome, drive measurable value realization, build executive alignment, lead the customer operating cadence, accelerate adoption and utilization, provide product and workflow guidance, own renewals and expansion, own service delivery and escalations, and turn customer insight into organizational advantage.

Responsibilities

• You will have the opportunity to make a significant impact on the notarization market and help shape the future of high-stakes transactions.
• Establish and maintain strong relationships with customers, ensuring their needs are met and they derive maximum value from the company's products and services.
• Lead the post-launch customer journey, including pilots, rollout planning, training, change management, release readiness, and ongoing optimization.
• Drive measurable value realization by establishing customer baselines, target outcomes, and success measures, and quantifying realized value.
• Experience developing relationships across complex customer organizations, including building champions and aligning stakeholders across operations, technology, finance, legal, compliance, and executive leadership
• A track record of driving customer adoption and measurable value in a business where transaction volume, product usage, utilization, or service performance affects the value delivered
• Experience leading customer enablement, workflow change, and adoption programs, including training, rollout planning, and ongoing optimization
• Demonstrated ownership of commercial outcomes within an installed customer base, including renewals, expansion, and upsell. You have built value cases, developed commercial offers, navigated negotiations, influenced buying groups, maintained accurate forecasts, and advanced opportunities through close
• Strong project and portfolio management skills, with the ability to manage competing priorities, coordinate cross-functional teams, and own customer commitments and escalations through resolution

Requirements

• The ability to learn a complex product and service model quickly, demonstrate it confidently, and explain it clearly to customers and internal teams
• High agency and structured judgment. You take ownership in ambiguous situations, answer questions directly, use relevant evidence, and communicate complex ideas concisely
• Experience using customer, product, service, and financial data to identify risks and opportunities, quantify business value, and recommend actions
• At least five years of experience in customer success, account management, strategic account management, or a related customer-facing role in a software or technology-enabled services business, including experience owning mid-market or enterprise customer relationships
• Strong executive communication and business acumen. You can understand a customer’s business, define what success looks like, and explain realized and potential value clearly to executive buyers and operational stakeholders

Preferred

• Experience across both new-business sales and post-sale account ownership, ideally including experience as an Account Executive followed by a role in Customer Success or Account Management
• Experience in fintech, mortgage technology, real estate, legal services, financial services, or another regulated and operationally complex industry
• Experience with a marketplace, network, service-linked, transaction-based, consumption-based, or utilization-based business model
• Experience helping customers move human-centered or manually coordinated services toward technology-enabled delivery
• Experience with Salesforce or a similar customer and revenue platform, including maintaining account plans, customer health information, renewal and expansion opportunities, and forecasts

Pay

USD 107,000 - 188,500