Customer Success Manager, Settlement & Notary

The role

The Customer Success Manager will own customer relationships and commercial outcomes for Notary Connect and Snapdocs RON customers. You will develop account strategies, drive value realization, and lead renewals and expansions. You will also translate customer needs into product and operational decisions.

What you will do

• Own the customer relationship and commercial outcome
• Develop account strategy and maintain success plans in Salesforce
• Drive measurable value realization and quantify realized value
• Build executive alignment and customer champions
• Lead the customer operating cadence including reviews and strategic planning
• Accelerate adoption and utilization through training and rollout planning
• Provide product and workflow guidance
• Own renewals and expansion opportunities
• Own service delivery and escalations
• Turn customer insight into organizational advantage

Required qualifications

• 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 commercial outcomes including renewals, expansion, and upsell
• Track record of driving customer adoption and measurable value
• Experience using customer, product, service, and financial data to identify risks and opportunities
• Strong executive communication and business acumen
• Experience developing relationships across complex customer organizations
• Experience leading customer enablement, workflow change, and adoption programs
• Strong project and portfolio management skills
• Ability to learn a complex product and service model quickly
• High agency and structured judgment
• AI fluency

Nice to have

• Experience across both new-business sales and post-sale account ownership
• Experience in fintech, mortgage technology, real estate, legal services, financial services, or another regulated and operationally complex industry
• Experience with a 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 a similar customer and revenue platform

Benefits

• 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

About the company

Snapdocs designs workflow software and AI-driven automation that connects lenders, settlement teams, notaries, and investors. Their platform powers 20% of all real estate closings in the country.