Customer Success Manager, Settlement & Notary

Job not on LinkedIn

🔥 59 minutes ago

🇺🇸 United States – Remote

💵 $107k - $145k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

🏆 Customer Success

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

👻 Ghost score 0%

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Snapdocs

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2013

☁️ SaaS

💳 Fintech

🏠 Real Estate

💰 $150M Series D - Snapdocs on 2021-05

SaaS • Fintech • Real Estate

Snapdocs is a SaaS platform that automates and digitizes the mortgage closing lifecycle, connecting lenders, title/escrow companies, signing services and notaries. It provides eClosing workflows, Notary Connect (notary scheduling and network management), an eVault for secure eNote storage and transfer, and AI-powered quality control to reduce errors and accelerate funding. Snapdocs integrates with LOS/POS/TPS systems to streamline post-closing delivery and scale secure, error‑free digital closings.

📋 Description

• Own the post-sale customer relationship and commercial outcome for a portfolio of Notary Connect and Snapdocs RON customers • Manage customer health, value realization, retention, growth, and relationship continuity • Develop account strategies and maintain Salesforce success plans covering objectives, stakeholders, milestones, adoption gaps, risks, renewals, expansion opportunities, and forecasts • Establish baselines, target outcomes, and success measures; quantify realized value and build adoption business cases • Build executive alignment, customer champions, and multi-threaded relationships across customer stakeholders • Run operating reviews, executive business reviews, strategic planning sessions, and escalation communications • Lead post-launch adoption through pilots, rollout planning, training, change management, release readiness, and optimization • Demonstrate Notary Connect and Snapdocs RON and recommend workflow best practices • Lead renewal and expansion opportunities, including commercial offers, negotiations, buying-group alignment, and forecasting • Coordinate service delivery across Operations, the notary network, Implementation, Support, Product, Engineering, and Accounting • Own customer escalations through resolution and address underlying issues • Translate 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 for scaling across customers, verticals, and use cases

🎯 Requirements

• 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 • Experience owning mid-market or enterprise customer relationships • Demonstrated ownership of renewals, expansion, upsell, value cases, commercial offers, negotiations, buying groups, forecasts, and closing opportunities • Track record of driving customer adoption and measurable value in a transaction-volume, product-usage, utilization, or service-performance business • 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 • Experience developing relationships across complex customer organizations and aligning stakeholders across operations, technology, finance, legal, compliance, and executive leadership • Experience leading customer enablement, workflow change, adoption programs, training, rollout planning, and ongoing optimization • Strong project and portfolio management skills • Ability to learn and confidently demonstrate a complex product and service model • High agency and structured judgment • AI fluency using approved AI tools in repeatable workflows while protecting customer data • Strongly preferred: experience across new-business sales and post-sale account ownership • Strongly preferred: experience in fintech, mortgage technology, real estate, legal services, financial services, or another regulated and operationally complex industry • Strongly preferred: experience with marketplace, network, service-linked, transaction-based, consumption-based, or utilization-based business models • Strongly preferred: experience moving manually coordinated services toward technology-enabled delivery • Strongly preferred: Salesforce or similar customer and revenue platform experience

🏖️ Benefits

• 30% variable compensation • Meaningful equity • Excellent medical, dental, and vision coverage • 401(k) with up to 4% company match • 16 weeks of paid parental leave • Flexible Paid Vacation Time Off + 10 Sick Days for exempt roles • Generous Accrued Paid Vacation Time Off + 10 sick days for non-exempt roles • Summer & Winter Break (~1-week each) + 9 Holidays per year • Healthcare and Dependent Care FSA • HSA Employer Contribution ($75-150 for individuals, $150-$250 for families) • $15K Family Building Benefit (lifetime limit) • Life and Disability Insurance • $1,500 Annual Lifestyle Stipend to support your well-being