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Salary: USD 107,000 - 145,000 / annual
Snapdocs is a workflow software and AI-driven automation platform that powers 20% of all real estate closings in the United States. The company connects lenders, settlement teams, notaries, and investors to eliminate friction, reduce risk, and deliver faster, simpler closings. Backed by Sequoia, Y Combinator, and F-Prime, Snapdocs is expanding beyond residential mortgage closings into the broader notarization market across industries.
In this Customer Success Manager role, you will own the post-sale customer relationship and commercial outcomes for a portfolio of Notary Connect and Snapdocs RON (Remote Online Notarization) customers. You will serve as the accountable owner for customer health, value realization, retention, growth, and relationship continuity.
Key responsibilities include:
- Owning the customer relationship and commercial outcome across a portfolio of mid-market and enterprise customers
- Developing comprehensive account strategies by understanding each customer's business model, notarization workflows, stakeholders, goals, and growth plans
- Establishing customer baselines, target outcomes, and success measures (cost savings, time-to-value, signing volume, utilization, service quality)
- Building multi-threaded relationships with executives, operational leaders, administrators, and end users across operations, technology, finance, legal, and compliance
- Leading customer operating cadences including operating reviews, executive business reviews, and strategic planning sessions
- Accelerating post-launch adoption and utilization through pilots, rollout planning, training, change management, and ongoing optimization
- Demonstrating Notary Connect and Snapdocs RON, providing workflow guidance, and bringing in internal experts as needed
- Leading renewal and expansion opportunities from strategy through close, identifying opportunities across business units, locations, transaction volume, and service models
- Owning service delivery and escalations by coordinating across Operations, the notary network, Implementation, Support, Product, Engineering, and Accounting
- Synthesizing customer feedback, market patterns, and competitive signals into actionable input for Product, Operations, and go-to-market teams
This role requires deep ownership of outcomes, strong executive communication skills, and the ability to navigate complex customer organizations. You will use customer, product, service, and financial data to identify risks and opportunities and quantify business value. AI fluency is a requirement—you will use approved AI tools in repeatable workflows for account research, customer preparation, written communication, and follow-through while protecting customer data.
REQUIREMENTS:
Required:
- At least 5 years of experience in customer success, account management, strategic account management, or related customer-facing role in 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; experience building value cases, developing commercial offers, navigating negotiations, influencing buying groups, maintaining accurate forecasts, and advancing opportunities through close
- Track record of driving customer adoption and measurable value in a business where transaction volume, product usage, utilization, or service performance affects delivered value
- 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; ability to understand customer business, define success, and explain realized and potential value to executive buyers and operational stakeholders
- Experience developing relationships across complex customer organizations, 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 ability to manage competing priorities, coordinate cross-functional teams, and own customer commitments and escalations through resolution
- Ability to learn complex product and service model quickly, demonstrate it confidently, and explain it clearly to customers and internal teams
- High agency and structured judgment; ability to 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 Account Executive role followed by Customer Success or Account Management
- Experience in fintech, mortgage technology, real estate, legal services, financial services, or other regulated and operationally complex industry
- Experience with 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 similar customer and revenue platform, including maintaining account plans, customer health information, renewal and expansion opportunities, and forecasts
- AI fluency as a standard capability
