Customer Success Manager

Snapdocs is a rapidly growing company that is disrupting the residential mortgage market, bringing scalable and sophisticated software to a pillar of the US economy that still relies on fax machines and manila envelopes. Today, 20% of real estate transactions are processed through our platform. Our products rely on carefully designed workflows, AI-based automations, and empathetic user experiences to deliver best-in-class customer experiences. We are backed by investors like Sequoia, Y Combinator, and F-Prime. We are an innovative team. As we expand our product offering to serve more customers in more ways, we need to grow our team with smart, hungry, and curious people. That's where you come in… Main purpose: 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. Key responsibilities: • 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.

Snapdocs is a rapidly growing company that is disrupting the residential mortgage market, bringing scalable and sophisticated software to a pillar of the US economy that still relies on fax machines and manila envelopes. Today, 20% of real estate transactions are processed through our platform. Our products rely on carefully designed workflows, AI-based automations, and empathetic user experiences to deliver best-in-class customer experiences. We are backed by investors like Sequoia, Y Combinator, and F-Prime.