Customer Success Manager, Settlement & Notary

Snapdocs•San Francisco, CA

About The Position

Snapdocs is hiring a Customer Success Manager to support its expansion from residential mortgage closings into the broader notarization market. The role is the accountable post-sale owner for a portfolio of Notary Connect and Snapdocs RON customers, responsible for customer health, value realization, retention, growth, and relationship continuity. The Customer Success Manager will help customers redesign operational workflows, adopt in-person and remote notarization capabilities, and demonstrate measurable business value. The role will also turn customer needs and early market learnings into product, operational, and go-to-market decisions as Snapdocs expands into new industries and use cases. The position involves building account strategies and success plans, defining measurable outcomes, developing executive alignment and customer champions, and leading operating reviews and strategic planning sessions. The Customer Success Manager partners with Implementation to manage pilots, rollouts, training, change management, release readiness, and ongoing optimization. They provide product and workflow guidance, lead renewal and expansion opportunities through close, coordinate service delivery and escalations across internal teams, and synthesize customer feedback into reusable playbooks and actionable organizational insights. The role requires at least five years of relevant customer-facing experience in software or technology-enabled services, including ownership of mid-market or enterprise relationships and commercial outcomes. Snapdocs expects the person in this role to use approved AI tools in repeatable workflows that improve account research, customer preparation, communication, and follow-through while protecting customer data. Compensation includes a base salary of $107,000–$145,000, a 30% variable component, and total on-target earnings of $139,100–$188,500, plus equity and benefits.

Requirements

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 in an installed customer base, including renewals, expansion, and upsell.
Experience building value cases and commercial offers, navigating negotiations, influencing buying groups, maintaining accurate forecasts, and advancing opportunities through close.
A track record of driving customer adoption and measurable value in a business where transaction volume, product usage, utilization, or service performance affects value delivered.
Experience using customer, product, service, and financial data to identify risks and opportunities, quantify business value, and recommend actions.
Strong executive communication and business acumen, including the ability to define customer success and explain realized and potential value to executive buyers and operational stakeholders.
Experience developing relationships across complex customer organizations and aligning stakeholders across operations, technology, finance, legal, compliance, and executive leadership.
Experience leading customer enablement, workflow change, and adoption programs, including training, rollout planning, and ongoing optimization.
Strong project and portfolio management skills, including managing competing priorities, coordinating cross-functional teams, and owning customer commitments and escalations through resolution.
Ability to learn a complex product and service model quickly, demonstrate it confidently, and explain it clearly to customers and internal teams.
High agency and structured judgment, including ownership in ambiguous situations, evidence-based direct communication, and concise explanation of complex ideas.
AI fluency: ability to use approved AI tools in repeatable workflows that improve account research, customer preparation, written communication, and follow-through while protecting customer data; candidates should be prepared to explain a real workflow, checks performed, and decisions made.

Nice To Haves

Experience across both new-business sales and post-sale account ownership, ideally as an Account Executive followed by a Customer Success or Account Management role.
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 transition human-centered or manually coordinated services to technology-enabled delivery.
Experience with Salesforce or a similar customer and revenue platform, including account plans, customer health information, renewal and expansion opportunities, and forecasts.

Responsibilities

Own post-sale relationships and commercial outcomes for a portfolio of Notary Connect and Snapdocs RON customers, including customer health, value realization, retention, growth, and relationship continuity.
Develop customer account strategies and maintain Salesforce success plans covering objectives, stakeholders, milestones, adoption gaps, risks, renewals, expansion opportunities, and forecasts.
Establish customer baselines and success measures, quantify realized value, and build business cases for continued or broader adoption.
Build durable relationships and champions across executive, operational, administrative, scheduling, and end-user stakeholders, aligning decision-makers across relevant functions.
Lead operating reviews, executive business reviews, strategic planning sessions, and escalation communications.
Drive customer adoption and utilization through post-launch pilots, rollout planning, training, change management, release readiness, and ongoing optimization in partnership with Implementation.
Demonstrate Notary Connect and Snapdocs RON, advise customers on workflow best practices, and engage internal experts for deeper product, technical, operational, legal, or compliance needs.
Lead renewal and expansion opportunities from strategy through close, including qualification, value cases, commercial offers, negotiations within approved guardrails, buying-group alignment, and forecasting.
Partner with Sales and Solutions Consulting when additional commercial or technical support is needed.
Coordinate service delivery across Operations, the notary network, Implementation, Support, Product, Engineering, and Accounting; own escalations through resolution and address underlying issues.
Synthesize customer feedback, market patterns, and competitive signals into actionable input for Product, Operations, and go-to-market teams.
Develop reusable playbooks, customer stories, and operating practices to support scale across customers, verticals, and use cases.
Use approved AI tools in repeatable workflows for account research, customer preparation, written communication, and follow-through while protecting customer data.

Benefits

Medical insurance
Dental insurance
Vision insurance
401(k) with up to 4% company match
16 weeks of paid parental leave
Flexible paid vacation time off and 10 sick days for exempt roles
Accrued paid vacation time off and 10 sick days for non-exempt roles
Summer and winter breaks of approximately one week each, plus nine holidays per year
Healthcare and dependent care FSA
HSA employer contribution of $75–$150 for individuals and $150–$250 for families
$15,000 family-building benefit (lifetime limit)
Life and disability insurance
$1,500 annual lifestyle stipend
Meaningful equity
30% variable compensation component