[Hiring] Customer Success Manager @Snapdocs

Role Description

The Customer Success Manager will help customers redesign operational workflows, adopt new in-person and remote notarization capabilities, and demonstrate measurable business value.

• Own the customer relationship and commercial outcome.
• Serve as the accountable post-sale owner for a portfolio of Notary Connect and Snapdocs RON customers, with responsibility for customer health, value realization, retention, growth, and relationship continuity.
• Develop the account strategy.
• Build a deep understanding of each customer’s business, operating model, notarization workflows, stakeholders, goals, and growth plans.
• Maintain account success plans in Salesforce that document customer objectives, stakeholder coverage, milestones, adoption gaps, risks, renewal strategy, expansion opportunities, and forecasts.
• Drive measurable value realization.
• Establish customer baselines, target outcomes, and success measures such as hard-cost savings, time-to-value, signing volume, utilization, service quality, exception handling, and participant experience.
• Quantify realized value and build the business case for continued and broader adoption.
• Build executive alignment and customer champions.
• Develop durable, multi-threaded relationships with executives, operational leaders, administrators, schedulers, and end users.
• Lead the customer operating cadence.
• Run operating reviews, executive business reviews, strategic planning sessions, and escalation communications.
• Accelerate adoption and utilization.
• Lead the post-launch customer journey in partnership with Implementation.
• Provide product and workflow guidance.
• Demonstrate Notary Connect and Snapdocs RON, answer customer questions, recommend workflow best practices.
• Own renewals and expansion.
• Lead renewal and expansion opportunities from strategy through close.
• Own service delivery and escalations.
• Coordinate across Operations, the notary network, Implementation, Support, Product, Engineering, and Accounting.
• Turn customer insight into organizational advantage.
• Synthesize recurring customer feedback, market patterns, and competitive signals into actionable input.

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.
• Demonstrated ownership of commercial outcomes within an installed customer base, including renewals, expansion, and upsell.
• A 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.
• The ability to learn a complex product and service model quickly.
• High agency and structured judgment.

Requirements

• 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.
• AI fluency is a requirement.

Benefits

• Base Salary: $107,000 - $145,000
• Eligible for a 30% variable component, bringing total on-target earnings to: OTE: $139,100 - $188,500
• Meaningful equity and a comprehensive benefits package.
• Excellent 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 to support your well-being.