Senior Manager, Customer Success, Settlement

Senior Manager, Customer Success, Settlement

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

About the Role

Snapdocs is looking for a Senior Manager, Customer Success (Settlement) to develop and execute strategies that maximize the value realized by our Settlement customers while accelerating the growth of Snapdocs' expanding product suite. This is a strategic, high-impact role that combines leadership, customer engagement, and growth strategy.

The Senior Manager will lead a team of Customer Success Managers (CSMs) focused on driving account strategy, nurturing long-term relationships, ensuring product adoption, identifying and executing upsell and expansion opportunities, and ensuring overall customer satisfaction and retention.

They will partner closely with executive leadership, cross-functional teams, and customer stakeholders, requiring strategic vision, proactive leadership, expert communication skills, and a deep understanding of Snapdocs' products and customer needs.

Key Responsibilities

• Lead, mentor, and develop a high-performing team of Customer Success Managers, ensuring alignment with company goals and delivery of measurable customer outcomes.
• Own end-to-end engagement for key Settlement accounts, including relationship management, account strategy, value drivers, growth opportunities, and long-term success plans.
• Develop and maintain strategic account plans to align Snapdocs' priorities with customer business goals and maximize delivered value.
• Build and nurture strong executive relationships within customer organizations, creating multiple points of contact across leadership and working teams. (Some travel required, approximately 48 times per quarter.)
• Deeply understand each customer's strategic business objectives and articulate how Snapdocs solutions drive measurable impact toward those goals.
• Identify and cultivate customer "Champions" to drive consensus, renewals, and long-term account growth.
• Measure and improve key customer metrics tied to quantifiable business outcomes from digital closing adoption.
• Ensure continuous communication with customers through planning sessions, QBRs, product updates, training, and check-ins.
• Identify and pursue opportunities for product adoption, new product expansion, and creative engagement strategies.
• Partner cross-functionally with Sales, Product, Support, and Implementation to ensure seamless delivery and feedback loops.
• Drive customer growth through upsells and adoption of new Snapdocs products and features.

Qualifications

• 710+ years in customer-facing roles with progressive responsibility for large, complex accounts.
• 35+ years managing mid-market or enterprise clients; experience with large enterprises (e.g., Fortune 500) is a plus.
• Proven success leading and developing high-performing, customer-facing teams that drive growth and retention.
• Strong project management experience, including juggling multiple priorities, meeting deadlines, and maintaining clear communication.
• Experience managing formal and informal customer engagement, from regular syncs to executive QBRs.
• Demonstrated ability to lead the renewal and expansion process, negotiate effectively, and influence decision-makers.

Skills & Knowledge

• Exceptional communication skills, including the ability to tailor messaging for executive, operational, and technical audiences.
• Strong business acumen and understanding of how customers make strategic and operational decisions.
• Data-driven mindset with the ability to analyze and interpret customer metrics to tell a business-impact story.
• Skilled in influencing and aligning complex customer organizations toward shared goals.
• Comfort with Google Workspace, Salesforce, OpenAI products, and Sisense (preferred).

Attributes & Behaviors

• Highly Organized: Manages multiple priorities across diverse accounts with precision and accountability.
• Proactive: Anticipates customer needs and preempts potential challenges.
• Persistent: Pushes through barriers to achieve desired outcomes and delivers results.
• Trusted Advisor: Quickly earns customer trust through deep understanding of their business and thoughtful recommendations.
• Communicative: Keeps all stakeholders informed and aligned across projects and priorities.
• Empathetic & Curious: Seeks to understand the "why" behind customer challenges and finds innovative ways to solve them.
• Goal-Oriented: Aligns daily work to measurable company, team, and client objectives.
• Dependable & Growth-Oriented: Follows through on commitments and invests in ongoing personal and team development.

Compensation

If you are located in the SF Bay Area, NYC, or Seattle Metro area, the base salary range for this role is $145,500 - $182,000. For all other locations, the base salary range is $127,500 - $159,500. In addition to base salary, this role is eligible for a 30% variable bonus based on the base salary. This brings the total on-target earnings (OTE) to:

• $189,150 $236,600 for candidates in the SF Bay Area, NYC, or Seattle Metro area
• $165,750 $207,350 for candidates in all other locations

At Snapdocs, we believe our differences make us stronger. We're building a team of curious, driven people from all backgrounds who are united by a shared desire to solve meaningful problems and build something that matters. We value trust, autonomy, and the kind of collaboration that brings out the best ideasand the best in each other.

To support our team, we offer a comprehensive & thoughtful benefits package for all full-time employees, which includes:

• Excellent medical, dental, and vision coverage
• 401(k) with up to 4% company match
• 16 weeks of paid parental leave
• Flexible Paid Vacation Time Off + 10 sick days for exempt roles
• Generous Accrued Paid Vacation Time Off + 10 sick days for non-exempt roles
• Summer & Winter Break (~1-week each) + 9 Holidays per year
• Healthcare and Dependent Care FSA
• HSA Employer Contribution ($75-150 for individuals, $150-$250 for families)
• $15K Family Building Benefit (lifetime limit)
• Life and Disability Insurance
• $1,500 Annual Lifestyle Stipend to support your well-being

Please note: Part-time employees are not eligible for benefits at this time

Snapdocs is proud to be an equal opportunity workplace. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, or Veteran status. If you have a disability or special need that requires accommodation, please let us know.

California residents applying for positions at Snapdocs are subject to our candidate privacy policy.