Customer Success ManagerUnited States (San Francisco)

Customer Success Manager

Snapdocs is a rapidly growing company that is disrupting the residential mortgage market by providing scalable and sophisticated software solutions to an industry still reliant on fax machines and manila envelopes. Currently, 20% of real estate transactions are processed through our platform. Our products leverage carefully designed workflows, AI-based automation, and empathetic user experiences to deliver exceptional customer service. We are backed by investors like Sequoia, Y Combinator, and F-Prime.

We are an innovative team. As we expand our product offerings to serve more customers in new ways, we seek talented, driven, and curious individuals to join us.

The Role

Partnering closely with the Sr. Manager, Customer Success, the Customer Success Manager (CSM) will serve as the primary contact for our Lender customers. The role involves maximizing value for strategic Lenders, maintaining and expanding long-term relationships, and acting as a strategic advisor to help customers achieve their digital closing goals. The CSM will collaborate across customer leadership, internal teams, and product teams to deliver value, improve user experience, increase adoption, and introduce new products. Additionally, the CSM will represent the voice of the customer in product development.

Key Responsibilities

• Build and maintain strong relationships with client teams and leadership, involving Snapdocs' leadership as needed (including up to 20% travel).
• Understand customers' strategic priorities and demonstrate how Snapdocs can help achieve their goals.
• Develop and execute strategic account plans aligning customer goals with Snapdocs' vision and capabilities.
• Identify and develop customer champions, drive consensus, and ensure value-driven renewal and growth.
• Measure, track, and improve key customer metrics tied to business value from digital closings.
• Lead ongoing customer communications including strategic planning, training, change management, and support.
• Identify pain points and expansion opportunities, such as broader product adoption within the customer's loan portfolio.
• Promote engagement and evangelism of current and upcoming Snapdocs products and features.
• Drive upsells and the implementation of new products, ensuring measurable value delivery.
• Collaborate with Support to resolve issues and gather feedback for product improvements.

What We're Looking For:

• 5+ years in customer-facing roles with progressive responsibility in managing large accounts.
• 3+ years working with mid-market or larger clients, understanding organizational dynamics.
• Excellent project management skills, capable of managing multiple projects and deadlines.
• Experience as a primary customer contact, managing formal and informal engagements.
• Ability to handle a high volume of deliverables, including strategic plans, support requests, and data analysis.
• Experience in contract renewal, upselling, and influencing stakeholders.

Knowledge / Skills :

• Ability to manage client expectations and facilitate decision-making.
• Excellent communication skills, with executive presence and adaptable messaging.
• Strong business acumen and understanding of client decision processes.
• Attention to detail and excellent project management skills.
• Comfort with data analysis and storytelling.
• Thorough, thoughtful, and persistent problem-solver.
• Ability to train diverse user personas on technology and processes.
• Familiarity with Google Suite and Sisense is a plus.

Attributes / Behaviors :

• Highly organized and proactive.
• Persistent, creative, and influential.
• Trustworthy and able to establish credibility as a trusted advisor.
• Excellent communicator across stakeholders.
• Empathetic listener and problem-solver.
• Curious and industry-aware.
• Goal-oriented and dependable.

Compensation varies by location, with a base salary range of $122,500 - $183,500 in SF Bay Area, NYC, or Seattle, and $107,000 - $161,000 elsewhere. A 20% variable bonus applies, bringing total earnings to approximately $147,000 - $220,200 or $128,400 - $193,200 respectively. We offer a comprehensive benefits package including health coverage, 401(k), parental leave, paid time off, FSA options, life and disability insurance, and more.

At Snapdocs, we value diversity and are committed to building an inclusive environment. We welcome applicants from all backgrounds who share our passion for meaningful innovation and collaboration.