Customer Success Manager, Mid-Market

Customer Success Manager

Closinglock is modernizing the real estate world's way of transferring information and funds to eliminate wire fraud and provide a secure, easy-to-use platform for title companies, law firms, and other financial services to protect themselves and their clients from wire fraud. We act in the long-term best interests of our customers by understanding their needs and challenges. When our customers win, we win. To date, we have protected over $500B+ in funds related to residential property transactions. Closinglock's platform has been used by clients in all 50 states and across 42 countries.

Closinglock is headquartered in Austin, TX, with an office in downtown Austin. Today, the company has grown to 100+ employees across product & engineering, sales, partnerships, customer success, marketing, and finance.

Mission: Simplify the real estate closing experience for all parties

Vision: Provide a secure and efficient transfer of data and funds

The inherent value of what we offer with our fraud prevention platform and modern payment solution for real estate is protecting a homebuyer's largest investment in their life.

We are rapidly expanding our team and are seeking exceptional talent. Our current team is comprised of top performers across the board, and we will continue to hire in this manner. We firmly believe that top performers want to work with other top performers. We have a lot of fun at work because we trust each other and respect each other's talents, abilities, and experiences. We are hyper-focused on a shared vision, and our company's strength is based on the unparalleled quality of our team. There is no limit to what we can accomplish together!

About the Role: We are looking for a Customer Success Manager to build, retain, and grow a book of business comprising Closinglock's Mid-Market 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.

What you'll do:

• 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

What we're looking for:

• 4+ years of customer success management, account management, relationship management, or management consulting experience focused on Mid-Market 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

This is a full-time, in-person position in our Austin, TX office.

Perks & Benefits

At Closinglock, we invest in our employees and provide a full range of benefits and perks to help you grow and thrive. These benefits include:

• Competitive salary
• Equity compensation
• Medical, dental, vision, and life insurance
• Unlimited PTO
• 401(k) match
• Maternity/paternity leave
• Fully-subsidized downtown parking
• Weekly lunch stipend
• Full access to onsite gym and locker rooms
• Monthly team get-togethers (Lunches, social events, sports outings, etc)

Closinglock is an equal opportunity employer and we welcome everyone to our team. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.