Senior Manager, Customer Success, Settlement

Snapdocs-posted 2 months ago
$145,500 - $182,000/Yr
Full-time • Manager
251-500 employees
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Snapdocs is looking for a Senior Manager, Customer Success (Settlement) to develop and execute strategies that maximize the value realized by our Settlement customers while accelerating the growth of Snapdocs’ expanding product suite. This is a strategic, high-impact role that combines leadership, customer engagement, and growth strategy. The Senior Manager will lead a team of Customer Success Managers (CSMs) focused on driving account strategy, nurturing long-term relationships, ensuring product adoption, identifying and executing upsell and expansion opportunities, and ensuring overall customer satisfaction and retention. They will partner closely with executive leadership, cross-functional teams, and customer stakeholders, requiring strategic vision, proactive leadership, expert communication skills, and a deep understanding of Snapdocs’ products and customer needs.

  • Lead, mentor, and develop a high-performing team of Customer Success Managers, ensuring alignment with company goals and delivery of measurable customer outcomes.
  • Own end-to-end engagement for key Settlement accounts, including relationship management, account strategy, value drivers, growth opportunities, and long-term success plans.
  • Develop and maintain strategic account plans to align Snapdocs’ priorities with customer business goals and maximize delivered value.
  • Build and nurture strong executive relationships within customer organizations, creating multiple points of contact across leadership and working teams.
  • Deeply understand each customer’s strategic business objectives and articulate how Snapdocs solutions drive measurable impact toward those goals.
  • Identify and cultivate customer 'Champions' to drive consensus, renewals, and long-term account growth.
  • Measure and improve key customer metrics tied to quantifiable business outcomes from digital closing adoption.
  • Ensure continuous communication with customers through planning sessions, QBRs, product updates, training, and check-ins.
  • Identify and pursue opportunities for product adoption, new product expansion, and creative engagement strategies.
  • Partner cross-functionally with Sales, Product, Support, and Implementation to ensure seamless delivery and feedback loops.
  • Drive customer growth through upsells and adoption of new Snapdocs products and features.
  • 7–10+ years in customer-facing roles with progressive responsibility for large, complex accounts.
  • 3–5+ years managing mid-market or enterprise clients; experience with large enterprises (e.g., Fortune 500) is a plus.
  • Proven success leading and developing high-performing, customer-facing teams that drive growth and retention.
  • Strong project management experience, including juggling multiple priorities, meeting deadlines, and maintaining clear communication.
  • Experience managing formal and informal customer engagement, from regular syncs to executive QBRs.
  • Demonstrated ability to lead the renewal and expansion process, negotiate effectively, and influence decision-makers.
  • Exceptional communication skills, including the ability to tailor messaging for executive, operational, and technical audiences.
  • Strong business acumen and understanding of how customers make strategic and operational decisions.
  • Data-driven mindset with the ability to analyze and interpret customer metrics to tell a business-impact story.
  • Skilled in influencing and aligning complex customer organizations toward shared goals.
  • Comfort with Google Workspace, Salesforce, OpenAI products, and Sisense (preferred).
  • 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
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