Customer Success Manager, Settlement & Notary - Snapdocs

About Snapdocs

The U.S. mortgage market is a $14 trillion pillar of the economy — and much of it still runs on fax machines, overnight shipping, and manual workflows. Snapdocs is changing that. Our platform currently powers 20% of all real estate closings in the country, and we’re just getting started.

We design workflow software and AI-driven automation that connects lenders, settlement teams, notaries, and investors — eliminating friction, reducing risk, and delivering a faster, simpler closing for every borrower. Our customers range from the largest mortgage lenders to independent title companies. They trust us because we solve real operational pain with empathy, rigor, and reliability. We’re backed by Sequoia, Y Combinator, and F-Prime, and we’re building for the long term.

The Opportunity

More than one billion notarizations take place in the United States each year, supporting consequential transactions across real estate, financial services, legal services, automotive, wealth management, and other regulated industries. Yet much of the work required to schedule signings, find qualified notaries, manage documents, communicate with participants, and resolve exceptions still happens through phone calls, email, and disconnected systems.

Snapdocs provides trusted infrastructure for high-stakes transactions. Having modernized residential mortgage closings at scale, we are taking on the broader notarization market with a vision to make Snapdocs the trusted platform for every high-stakes notarization across industries.

Customer Success is central to realizing this opportunity. This role will help customers redesign operational workflows, adopt new in-person and remote notarization capabilities, and demonstrate measurable business value. The Customer Success Manager will also translate customer needs and early market learnings into product, operational, and go-to-market decisions as Snapdocs expands into new verticals.

What You'll Do

• 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, and growth plans. Maintain account success plans in Salesforce documenting customer objectives, milestones, adoption gaps, risks, renewal strategy, expansion opportunities, and forecasts.
• Drive measurable value realization: Establish customer baselines, target outcomes, and success measures (hard-cost savings, time-to-value, signing volume, utilization, service quality). Quantify realized value and build the business case for broader adoption.
• Build executive alignment and customer champions: Develop durable, multi-threaded relationships with executives, operational leaders, administrators, and end users across operations, technology, finance, legal, and compliance.
• Lead the customer operating cadence: Run operating reviews, executive business reviews, strategic planning sessions, and escalation communications connecting product usage to business value.
• Accelerate adoption and utilization: Partner with Implementation to lead post-launch customer journeys, rollout planning, training, change management, and ongoing optimization plays.
• Provide product and workflow guidance: Demonstrate Notary Connect and Snapdocs RON, advise on workflow best practices, and collaborate with internal subject matter experts.
• Own renewals and expansion: Lead renewal and expansion opportunities from strategy through close, develop commercial offers, negotiate terms within guardrails, align buying groups, and partner with Sales and Solutions Consulting.
• Own service delivery and escalations: Coordinate across Operations, the notary network, Implementation, Support, Product, and Engineering to keep customer commitments on track and resolve underlying operational challenges.
• Turn customer insight into organizational advantage: Synthesize customer feedback and market patterns into actionable input for Product and GTM teams; build reusable playbooks and operating practices.

What We’re Looking For

Required

• At least 5 years of experience in customer success, account management, or strategic account management in a software or technology-enabled services company, including experience owning mid-market or enterprise accounts.
• Demonstrated ownership of commercial outcomes (renewals, expansion, and upsell) within an installed customer base, including negotiation and forecasting.
• Track record of driving adoption and measurable value in a usage-, volume-, or transaction-based business model.
• Experience leveraging customer, product, and financial data to identify risks, quantify ROI, and drive strategic action.
• Strong executive communication, presentation, and relationship-building skills across cross-functional teams and executive leadership.
• Proven background in change management, customer enablement, and workflow transformation programs.
• Strong project management capabilities with the ability to manage competing priorities and resolve complex escalations.
• Demonstrated ability to quickly learn, master, and demo complex workflow software.

Strongly Preferred

• Background spanning both new-business sales and post-sale account ownership (e.g., AE transitioned to CSM/AM).
• Domain experience in fintech, proptech/mortgage tech, real estate, legal services, or regulated enterprise software.
• Familiarity with marketplace, network, or consumption-based software models.
• Experience helping organizations migrate from manual or human-centered processes to automated, software-driven delivery.
• Proficiency in Salesforce for account planning, health tracking, and pipeline management.

AI Fluency

AI fluency is standard for every hire at Snapdocs. In this role, that involves applying approved AI tools to repeatable workflows that enhance account research, customer prep, communication, and execution while safeguarding customer data.

Compensation & Benefits

• Base Salary: $107,000 – $145,000
• Variable Component: Eligible for a 30% variable bonus, bringing total OTE to $139,100 – $188,500
• Meaningful equity component
• Comprehensive 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
• Company-wide Summer & Winter breaks (~1 week each) + 9 paid holidays
• Healthcare and Dependent Care FSA
• HSA employer contributions
• $15,000 Family Building Benefit (lifetime limit)
• Life and disability insurance
• $1,500 annual lifestyle stipend for personal well-being