Customer Success Manager

at Snapdocs

United States

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.

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

Why Snapdocs

We’re here to transform one of the most critical and complex industries in the world. That requires a team that is curious, driven, thoughtful, and practical. We value:

Product discipline and clear reasoning
Deep ownership of outcomes (not just tasks)
Straightforward, honest communication
Empathy for the people who use our software

This is a place for people who want to solve hard, meaningful problems with real economic impact — not just ship features.

Join Us

We’re expanding our product suite and the network it connects. To do that, we need people who are excited by complexity, energized by scale, and motivated to make a tangible dent in how the mortgage ecosystem works. If you’re hungry to learn, build, and lead — you’ll do the best work of your career here.

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. (www.snapdocs.com/california-candidate-privacy)