Customer Success Manager - Remote Eligible

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:

• 5+ years in customer-facing roles with increasing responsibility for account management.
• 3+ years managing mid-market or enterprise accounts; understanding of large organizational structures and buying cycles.
• Proven success driving renewals and upsells in a SaaS or technology environment.
• Experience leading customer meetings (weekly syncs, QBRs, executive reviews) and managing both formal and informal relationships.
• Strong project management skills; ability to manage multiple deliverables such as strategic growth plans, renewals, contracts, data analysis, and metrics reporting.
• Experience influencing renewal and expansion strategies, including negotiation and stakeholder alignment.

Knowledge/Skills:

• Ability to manage and influence customer buying groups, aligning stakeholders toward decisions.
• Excellent verbal and written communication skills with executive presence.
• Strong business acumen; able to link Snapdocs' solutions to customer ROI.
• Data-driven mindset; comfortable with analysis and using insights to drive account growth.
• Strong training and enablement skills across diverse user groups.
• Familiarity with Google Suite and Sisense a plus.

Attributes/Behaviors:

• Highly organized and able to manage multiple accounts and stakeholders.
• Proactive in anticipating customer needs and identifying expansion opportunities.
• Persistent in overcoming obstacles and closing renewals/upsells.
• Trusted advisor who builds credibility and influences outcomes.
• Clear and frequent communicator across internal and external stakeholders.
• Empathetic problem-solver who listens carefully and provides actionable solutions.
• Curious and eager to understand customer industries, businesses, and challenges.
• Goal-oriented with a track record of meeting or exceeding renewal and upsell targets.
• Dependable in delivering commitments on time.

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:

• $147,400 – $183,600 for candidates in the SF Bay Area, NYC, or Seattle Metro area
• $128,400 – $160,800 for candidates in all other locations

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 ideas—and the best in each other.

To support our team, we offer a comprehensive & thoughtful benefits package for all full-time employees, which includes:

• 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

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.

California residents applying for positions at Snapdocs are subject to our candidate privacy policy.