Senior Manager, Customer Success, Settlement

Senior Manager, Customer Success, Settlement

Snapdocs is a rapidly growing company that is disrupting the residential mortgage market, bringing scalable and sophisticated software to a pillar of the US economy that still relies on fax machines and manila envelopes. Today, 20% of real estate transactions are processed through our platform. Our products rely on carefully designed workflows, AI-based automations, and empathetic user experiences to deliver best-in-class customer experiences. We are backed by investors like Sequoia, Y Combinator, and F-Prime.

We are an innovative team. As we expand our product offering to serve more customers in more ways, we need to grow our team with smart, hungry, and curious people. That's where you come in

About the Role

Snapdocs is looking for a Senior Manager, Customer Success (Settlement) to develop and execute strategies that maximize the value realized by our Settlement customers while accelerating the growth of Snapdocs' expanding product suite. This is a strategic, high-impact role that combines leadership, customer engagement, and growth strategy.

The Senior Manager will lead a team of Customer Success Managers (CSMs) focused on driving account strategy, nurturing long-term relationships, ensuring product adoption, identifying and executing upsell and expansion opportunities, and ensuring overall customer satisfaction and retention.

They will partner closely with executive leadership, cross-functional teams, and customer stakeholders, requiring strategic vision, proactive leadership, expert communication skills, and a deep understanding of Snapdocs' products and customer needs.

Key Responsibilities

• Lead, mentor, and develop a high-performing team of Customer Success Managers, ensuring alignment with company goals and delivery of measurable customer outcomes.
• Own end-to-end engagement for key Settlement accounts, including relationship management, account strategy, value drivers, growth opportunities, and long-term success plans.
• Develop and maintain strategic account plans to align Snapdocs' priorities with customer business goals and maximize delivered value.
• Build and nurture strong executive relationships within customer organizations, creating multiple points of contact across leadership and working teams. (Some travel required, approximately 48 times per quarter.)
• Deeply understand each customer's strategic business objectives and articulate how Snapdocs solutions drive measurable impact toward those goals.
• Identify and cultivate customer "Champions" to drive consensus, renewals, and long-term account growth.
• Measure and improve key customer metrics tied to quantifiable business outcomes from digital closing adoption.
• Ensure continuous communication with customers through planning sessions, QBRs, product updates, training, and check-ins.
• Identify and pursue opportunities for product adoption, new product expansion, and creative engagement strategies.
• Partner cross-functionally with Sales, Product, Support, and Implementation to ensure seamless delivery and feedback loops.
• Drive customer growth through upsells and adoption of new Snapdocs products and features.

Qualifications

Skills & Knowledge

Attributes & Behaviors

Compensation

If you are located in the SF Bay Area, NYC, or Seattle Metro area, the base salary range for this role is $145,500 - $182,000. For all other locations, the base salary range is $127,500 - $159,500. In addition to base salary, this role is eligible for a 30% variable bonus based on the base salary. This brings the total on-target earnings (OTE) to :

At Snapdocs, we believe our differences make us stronger. We're building a team of curious, driven people from all backgrounds who are united by a shared desire to solve meaningful problems and build something that matters. We value trust, autonomy, and the kind of collaboration that brings out the best ideasand the best in each other.

To support our team, we offer a comprehensive & thoughtful benefits package for all full-time employees, which includes :

Please note : Part-time employees are not eligible for benefits at this time

Snapdocs is proud to be an equal opportunity workplace. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, or Veteran status. If you have a disability or special need that requires accommodation, please let us know.

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