Customer Success Manager

The U.S. mortgage market is a $14 trillion pillar of the economy — and much of it still runs on fax machines, overnight shipping, and manual workflows. Snapdocs is changing that. Our platform currently powers 20% of all real estate closings in the country, and we’re just getting started.

We design workflow software and AI-driven automation that connects lenders, settlement teams, notaries, and investors — eliminating friction, reducing risk, and delivering a faster, simpler closing for every borrower. Our customers range from the largest mortgage lenders to independent title companies. They trust us because we solve real operational pain with empathy, rigor, and reliability.

Snapdocs is backed by Sequoia, Y Combinator, and F-Prime, and we’re building for the long term.

What you'll do

• Own the customer relationship and commercial outcome. Serve as the accountable post-sale owner for a portfolio of Notary Connect and Snapdocs RON customers, with responsibility for customer health, value realization, retention, growth, and relationship continuity.

• Develop the account strategy. Build a deep understanding of each customer’s business, operating model, notarization workflows, stakeholders, goals, and growth plans. Maintain account success plans in Salesforce that document customer objectives, stakeholder coverage, milestones, adoption gaps, risks, renewal strategy, expansion opportunities, and forecasts.

• Drive measurable value realization. Establish customer baselines, target outcomes, and success measures such as hard-cost savings, time-to-value, signing volume, utilization, service quality, exception handling, and participant experience. Quantify realized value and build the business case for continued and broader adoption.

• Build executive alignment and customer champions. Develop durable, multi-threaded relationships with executives, operational leaders, administrators, schedulers, and end users. Build champions and align decision-makers across operations, technology, finance, legal, compliance, and executive leadership.

• Lead the customer operating cadence. Run operating reviews, executive business reviews, strategic planning sessions, and escalation communications that connect product usage and service performance to realized value, customer priorities, risks, and agreed next steps.

• Accelerate adoption and utilization. Lead the post-launch customer journey in partnership with Implementation, including pilots, rollout planning, training, change management, release readiness, and ongoing optimization. Design and execute plays that close adoption and utilization gaps, introduce new capabilities, and increase customer value.

• Provide product and workflow guidance. Demonstrate Notary Connect and Snapdocs RON, answer customer questions, recommend workflow best practices, and bring in the appropriate internal expert when deeper product, technical, operational, legal, or compliance expertise is required.

• Own renewals and expansion. Lead renewal and expansion opportunities from strategy through close. Identify and qualify opportunities across business units, locations, transaction volume, signing types, mobile and remote workflows, service models, and integrations. Build the value case, develop the commercial offer, negotiate terms and tradeoffs within approved guardrails, align the customer’s buying group, and maintain accurate forecasts. Partner with Sales and Solutions Consulting when additional commercial or technical support is needed.

• Own service delivery and escalations. Coordinate across Operations, the notary network, Implementation, Support, Product, Engineering, and Accounting to keep customer commitments on track. Own escalations through resolution, communicate clearly with stakeholders, and address underlying issues—not only immediate symptoms.

• Turn customer insight into organizational advantage. Synthesize recurring customer feedback, market patterns, and competitive signals into actionable input for Product, Operations, and go-to-market teams. Build reusable playbooks, customer stories, and operating practices that help Snapdocs scale successfully across new customers, verticals, and use cases.

What We’re Looking For

Required

• 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.

• 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.

• 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 using customer, product, service, and financial data to identify risks and opportunities, quantify business value, and recommend actions.

• 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.

• Experience developing relationships across complex customer organizations, including building champions and aligning stakeholders across operations, technology, finance, legal, compliance, and executive leadership.

• Experience leading customer enablement, workflow change, and adoption programs, including training, rollout planning, and ongoing optimization.

• 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.

• 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.

Strongly 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.

AI Fluency is a Requirement

AI fluency is a standard for every hire at Snapdocs. For this role, that means using approved AI tools in repeatable workflows that improve account research, customer preparation, written communication, and follow-through while protecting customer data. Be ready to walk through a real workflow, what the tool did, what you checked, and where you made the final call.