Customer Success Manager, ClosingLock
+ Equity.
5-10% travel
Real estate wire fraud prevention
Open for applications
Real estate wire fraud prevention
21-100 employees
Open for applications
+ Equity.
5-10% travel
21-100 employees
Company mission
To protect title companies, attorney offices, and their customers from social engineering, email spoofing, clone phishing, email hacking, imposter fraud, and compromised accounts.
Role
Who you are
- 4+ years of customer success management, account management, relationship management, or management consulting experience focused on Enterprise customers
- Post-sale experience is required
- Sales experience is not required, but previous experience is a plus as this role is responsible for customer renewals
- Demonstrated history of successful software customer service with proven experience renewing and expanding existing contracts
- Strong empathy for customers AND passion for revenue and growth
- Deep understanding of value drivers in recurring revenue business models
- History of servicing large, complex organizations with demonstrated ownership of all aspects of a market segment
- Goal and results-oriented, optimistic, value-added mindset, proactive, and easily adapts to change
- Successful candidates are innovative, persuasive, and creative and have a genuine curiosity about their customers’ business
What the job involves
- Mission: Simplify the real estate closing experience for all parties
- Vision: Provide a secure and efficient transfer of data and funds
- A Customer Success Manager to build, retain, and grow a book of business comprising Closinglock's largest customers
- You will be the voice of the customer within Closinglock and serve as the customer liaison with Closinglock's sales, services, product, and engineering teams
- You will use a data-driven approach, applying best practices and solutions to ensure our customers realize value from Closinglock and achieve their business goals and objectives
- As a successful Customer Success Manager, you’ll use your consultative mindset to build long-lasting partnerships with each customer
- You’ll be instrumental in driving product adoption and customer achievement of ROI
- You’ll provide product roadmap insights and share industry trends while encompassing Closinglock's values
- This is a full-time, in-person position in our Austin, TX office
- Drive customer adoption and effective use of Closinglock by utilizing multiple resources to proactively monitor product usage trends and rollout of Closinglock across the organization
- Gain a deep understanding of your customer's business goals and desired outcomes by building trust and creating meaningful relationships among key stakeholders and executives
- Own the customer renewal and generate growth opportunities. Proactively identify, forecast, and manage customer risk to minimize churn, ensure strong customer engagement, and identify expansion opportunities that will enhance the customer experience
- Ensure customers understand the value Closinglock delivers to their business by conducting business reviews, on-site meetings, and attending industry events that mirror their business goals and objectives
- Identify product improvements or new products by remaining current on customer needs, industry trends, market activities, and competitors
- Proactively connect with customers regularly via phone, email, and semi-annual on-site visits, driving active engagement with the Closinglock Committee
- Participate in and help build our company culture
- Serve as a voice of CSMs within Closinglock, sharing your experiences in meetings while driving collaboration between offices to help unify our teams and build a strong culture
- Lead and inspire peers to exceed objectives, champion change, and scale Closinglock
- 5-10% travel to customer sites, industry events, and more!
Our take
Wire fraud accounts for an estimated $1 billion dollars every year within real estate, and the prevalence of this kind of fraud is on the rise. ClosingLock is aiming to stop this, by providing secure communications and a payment platform to real estate business.
Most wire fraud in this industry is committed via email hacks, so ClosingLock’s initial product was a secure portal for payment communications, but it has since grown. The company now offers docs-sharing and loan verifications on its platform as well, marketing itself as the do-it-all payment security platform for real estate.
Its model has been successful, with over $100 billion In transaction value in its first four years. But there are other companies offering fraud prevention services - rival Pondurance offers a data/expert-integrated fraud detection service, though not specifically aimed at the real estate industry. ClosingLock hasn’t quite cornered the market, but it is building up to be a strong player.
Kirsty
Company Specialist at Welcome to the Jungle
Company
Funding (2 rounds)
Feb 2024
$12m
SERIES A
Aug 2022
$4m
SEED
Total funding: $16m
Company benefits
- Unlimited PTO
- Downtown parking included
- Medical, dental, and vision insurance
Company values
- Provide Superior Customer Service
- Deliver High Quality Products
- Lead with Humility
- Work with a Purpose
Company HQ
Walnut Creek Business Park, Austin, TX
Articles
Leadership
Abigail White
(Co-founder)Previously worked as Assistant General Manager at Village Mall Management, and Assistant Manager at Anthropologie. They were also a Staff Writer and Digital Media Specialist at The American Genius.
Andy White
(Co-founder & CEO)Formerly an Engineering Scientist at KnuEdge and Performance Architect at Samsung.
Salary benchmarks
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