Customer Success Manager

Customer Success Manager

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

Main Purpose :

Partnering closely with the Sr. Manager, Customer Success, the Customer Success Manager will serve as the primary point of contact for our Lender customers. They are responsible for maximizing the value that strategic Lenders realize at Snapdocs, sustaining and expanding these long-term relationships, and serving as a strategic advisor to help customers achieve their digital closing goals.

This role requires strong account management skills with a clear focus on customer renewals, growth, and upsells. The CSM will collaborate with both customer leadership and working teams, as well as internal Snapdocs colleagues, to deliver measurable outcomes, improve user experience, drive adoption, and introduce new products and services. They will also serve as the "voice of the customer" to product teams to influence the roadmap.

Key Responsibilities :

• Build and maintain strong executive and working-level relationships at client companies, involving Snapdocs' leadership as needed to foster multiple points of contact (includes up to 20% travel).
• Deeply understand customer business priorities and demonstrate how Snapdocs can help them achieve strategic goals.
• Own and execute strategic account plans, ensuring alignment between customer objectives and Snapdocs' solutions.
• Develop customer Champions and drive consensus across stakeholders to ensure value-driven renewals and account growth.
• Proactively identify and close upsell opportunities by expanding adoption of current products and introducing new Snapdocs solutions.
• Partner with Sales leadership to influence the renewal process and expansion strategy, including negotiations with key stakeholders.
• Track and improve customer metrics tied to quantifiable business value from digital closings.
• Lead customer communications, including strategic planning, QBRs, training, change management, and check-ins.
• Collaborate with Support and Product teams to escalate issues and create a feedback loop that informs product development.

Education / Qualifications / Experience :

Knowledge / Skills :

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 $122,500 - $153,000. For all other locations, the base salary range is $107,000 - $134,000. In addition to base salary, this role is eligible for a 20% 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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