Customer Success Manager, Snapdocs

• 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, including experience owning mid-market or enterprise customer relationships
• Demonstrated ownership of commercial outcomes within an installed customer base, including renewals, expansion, and upsell. You have built value cases, developed commercial offers, navigated negotiations, influenced buying groups, maintained accurate forecasts, and advanced 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 the 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. You can understand a customer’s business, define what success looks like, and explain realized and potential value clearly to executive buyers and operational stakeholders
• Experience developing relationships across complex customer organizations, including building champions 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, with the ability to manage competing priorities, coordinate cross-functional teams, and own customer commitments and escalations through resolution
• The 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. You take ownership in ambiguous situations, answer questions directly, use relevant evidence, and communicate complex ideas concisely

Desirable

• More than one billion notarizations take place in the United States each year, supporting consequential transactions across real estate, financial services, legal services, automotive, wealth management, and other regulated industries
• Yet much of the work required to schedule signings, find qualified notaries, manage documents, communicate with participants, and resolve exceptions still happens through phone calls, email, and disconnected systems
• Snapdocs provides trusted infrastructure for high-stakes transactions—transactions where the parties may not know or trust one another, mistakes carry real consequences, and the resulting records must withstand legal, regulatory, investor, and customer scrutiny
• We earned our credibility by modernizing residential mortgage closings at scale, and became the market leader
• Now, we’re taking on the broader notarization market, with a vision to make Snapdocs the trusted platform for every high-stakes notarization—across industries, wherever and however it happens
• Customer Success is central to realizing this opportunity
• This role will help customers redesign operational workflows, adopt new in-person and remote notarization capabilities, and demonstrate measurable business value
• The Customer Success Manager will also translate customer needs and early market learnings into product, operational, and go-to-market decisions as Snapdocs expands into new industries and use cases
• Own the customer relationship and commercial outcome
• Serve as the accountable post-sale owner for a portfolio of Notary Connect and Snapdocs RON customers, with responsibility for customer health, value realization, retention, growth, and relationship continuity
• Develop the account strategy
• Build a deep understanding of each customer’s business, operating model, notarization workflows, stakeholders, goals, and growth plans
• Maintain account success plans in Salesforce that document customer objectives, stakeholder coverage, milestones, adoption gaps, risks, renewal strategy, expansion opportunities, and forecasts
• Drive measurable value realization
• Establish customer baselines, target outcomes, and success measures such as hard-cost savings, time-to-value, signing volume, utilization, service quality, exception handling, and participant experience
• Quantify realized value and build the business case for continued and broader adoption
• Build executive alignment and customer champions
• Develop durable, multi-threaded relationships with executives, operational leaders, administrators, schedulers, and end users
• Build champions and align decision-makers across operations, technology, finance, legal, compliance, and executive leadership
• Lead the customer operating cadence
• Run operating reviews, executive business reviews, strategic planning sessions, and escalation communications that connect product usage and service performance to realized value, customer priorities, risks, and agreed next steps
• Accelerate adoption and utilization
• Lead the post-launch customer journey in partnership with Implementation, including pilots, rollout planning, training, change management, release readiness, and ongoing optimization
• Design and execute plays that close adoption and utilization gaps, introduce new capabilities, and increase customer value
• Provide product and workflow guidance
• Demonstrate Notary Connect and Snapdocs RON, answer customer questions, recommend workflow best practices, and bring in the appropriate internal expert when deeper product, technical, operational, legal, or compliance expertise is required
• Own renewals and expansion
• Lead renewal and expansion opportunities from strategy through close
• Identify and qualify opportunities across business units, locations, transaction volume, signing types, mobile and remote workflows, service models, and integrations
• Build the value case, develop the commercial offer, negotiate terms and tradeoffs within approved guardrails, align the customer’s buying group, and maintain accurate forecasts
• Partner with Sales and Solutions Consulting when additional commercial or technical support is needed
• Own service delivery and escalations
• Coordinate across Operations, the notary network, Implementation, Support, Product, Engineering, and Accounting to keep customer commitments on track
• Own escalations through resolution, communicate clearly with stakeholders, and address underlying issues—not only immediate symptoms
• Turn customer insight into organizational advantage
• Synthesize recurring customer feedback, market patterns, and competitive signals into actionable input for Product, Operations, and go-to-market teams
• Build reusable playbooks, customer stories, and operating practices that help Snapdocs scale successfully across new customers, verticals, and use cases