Customer Success Manager, Snapdocs
$107-183.5k
+ A 20% variable bonus based on the base salary; Salary is dependent on location
Automating mortgage closing
Open for applications
Automating mortgage closing
201-500 employees
Open for applications
$107-183.5k
+ A 20% variable bonus based on the base salary; Salary is dependent on location
201-500 employees
Company mission
To automate mortgage by connecting the people, process, and technology that powers the industry.
Role
Who you are
- 5+ years in customer-facing roles, with a steady progression toward owning the relationship with large accounts
- 3+ of those working with mid-market or larger customers/accounts - understands how larger organizations operate
- Project Management - Must excel at managing multiple projects at once, maintaining and executing against action items, communicating status, and executing deliverables on time
- Experience serving as a primary point of contact for customers, managing both formal engagements (recurring weekly ‘syncs’, QBRs, etc.) and informal contacts
- Demonstrated ability to manage a high volume of customer deliverables, such as strategic growth plans, support requests, contracts, data & metrics analysis, project plans, or similar
- In partnership with Sr. Dir., CS, ability to drive the client contract renewal & growth process, including strategizing and delivering the ‘first offer’, negotiating gives/takes, and influencing key stakeholders to get to ‘yes’
- Can manage and influence client expectations, including bringing client buying groups together to make a decision
- Excellent verbal and written communication skills, including demonstrated executive presence and the ability to ‘level up/down’ messaging to match the intended audience
- Strong business acumen: ability to understand how and why people make business decisions and how Snapdocs can help further client goals
- Excellent project management skills and attention to detail
- Comfort with data analysis and using data to tell a story / getting to the ‘so what’
- Is thorough, thoughtful, and persistent in issue identification and resolution
- Can train a wide variety of user personae on technology and process
- Familiarity with Google Suite and Sisense a plus
- Highly organized: Can manage a diverse set of projects to completion, with multiple stakeholders, across multiple accounts
- Proactive: Seeks to preempt client questions, needs, and desires, reducing friction and effort for clients
- Persistent: Pushes past roadblocks to drive towards an acceptable outcome; explores creative solutions and doesn’t take ‘no’ for an answer
- Trustworthy: Ability to establish self as a trusted advisor for clients, Can make recommendations to help clients achieve their strategic goals and is influential, ensuring desired outcomes
- Communicative: Easily communicates with multiple stakeholders across a range of topics, ensuring that all parties (internal and external) are informed on most recent developments, priorities, and escalations, as necessary
- Empathetic problem-solver: can listen to clients, playback what he/she hears, and quickly recommend a sound course of action
- Curious: Digs below the surface client questions to understand the “why” and the true need; seeks to deeply understand the industry and our clients’ business
- Goal-oriented: Understands company, client, and team objectives (including quantitative targets), and develops and delivers against action plans to ensure all objectives are met or exceeded
- Dependable: Makes commitments and delivers on them reliably, meeting or beating agreed-upon deadlines
What the job involves
- Partnering closely with the Sr Manager, Customer Success, the customer success manager will serve as the main point of contact for our Lender customers
- They will be responsible for maximizing the value that strategic Lenders realize at Snapdocs, sustaining and expanding these long term relationships, and serving as strategic advisor and partner to help customers achieve their digital closing goals
- This role partners closely across both customer leadership and working teams, as well as internal Snapdocs colleagues to deliver value, drive desired outcomes, improve user experience, increase adoption, and introduce new products
- The individual in this role will also have the opportunity to be the “voice of the customer” to our product teams as they create the roadmap to our future
- Build and maintain strong relationships with working teams and leadership at client companies, involving Snapdocs’ leadership team as applicable to foster multiple points of contact (role includes travel, up to 20%, to deepen relationships)
- Deeply understand customers’ strategic business priorities, and help customers understand how Snapdocs will help them achieve their goals
- Develop, maintain, and execute against strategic account plans for each customer, ensuring alignment between customer goals and Snapdocs current and future vision and capabilities
- Identify and work with key stakeholders to develop customer ‘Champions’ and drive consensus across the organization, ensuring value-driven account renewal and long-term account growth
- Drive identification, measurement, and improvement of key customer metrics, ensuring metrics are tied to quantifiable business value received from digital closings and ensure their success
- Lead ongoing customer communications - including strategic planning, training, change management, support, and new release deployment, and regular check-ins
- Identify pain points and related opportunities for expansion at these customers, including: adoption of current products across more of a customers’ loan portfolio
- Lead customer engagement, enablement, and evangelism of the current and upcoming Snapdocs products and features
- Drive upsells and implementation of new products and features, partnering closely with customers to ensure value delivery and measurable outcomes
- Collaborate with Snapdocs Support to ensure front-line issue escalation and resolution, and to ensure a seamless feedback loop between customer needs & product priorities
- First Project/Priority: Sustain and renew current customers, developing strong relationships and ensure customers receive and understand the value of their Snapdocs partnership
- Key relationships:
- Internal
- CS Leadership
- Support
- User Operations
- Product
- Engineering
- External - Mortgage Lenders
- Regional/Divisional operations leaders
- COO/VP of Operations
- CIO/ PMO Leadership
- Chief Lending Officer or Sales leadership
- Client working and delivery teams, as necessary
Our take
Real estate closings tend to be inefficient and fragmented. Snapdocs is a software provider that specializes in closing digital loans and mortgages, it uses a single platform to connect the various parties involved in establishing a mortgage. Like many industries, real estate is starting to favour the online space for efficiency and improved customer experience.
The company provides a suite of cloud-based products that simplify the process, bringing every party together in the online space to reduce the cost of deals and increase the efficiency of closing them.
An impressive list of settlement agents has started using the company’s platform, including Googain, Bell Bank, and Lenders One Cooperative. With 20% of real estate transactions being processed through the platform, the company is well set to see further expansion within the market as its patented technology sees further adoption, integration and implementation.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
-39% employee growth in 12 months
Company
Funding (last 2 of 5 rounds)
May 2021
$150m
SERIES D
Oct 2020
$60m
SERIES C
Total funding: $253m
Company benefits
- Excellent health, dental, and vision benefits
- 401(k) with up to 4% company match
- 16 weeks paid parental leave (regardless of gender)
- Flexible time off policy
- Flexible spending account for healthcare and dependent care
- Galileo, Modern Health, Urban Sitter, and Northstar Financial memberships
- Life and disability insurance
Company HQ
Financial District, San Francisco, CA
Leadership
Aaron King
(Founder)Before founding SnapDocs, they founded another mortgaged-based company, NotaryLink, which focused on signing services. They were the former product manager for Afar Media which specialized in traveler experience beyond the guidebook.
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