Customer Success Manager, Settlement & Notary

Role Overview

The Customer Success Manager will help customers redesign operational workflows, adopt new in-person and remote notarization capabilities, and demonstrate measurable business value. This role 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.

What You Will Do

Own the customer relationship and commercial outcome, develop the account strategy, drive measurable value realization, build executive alignment and customer champions, lead the customer operating cadence, accelerate adoption and utilization, provide product and workflow guidance, own renewals and expansion, own service delivery and escalations, and turn customer insight into organizational advantage.

Why It Might Be a Fit

This role requires a strong executive communication and business acumen, experience using customer, product, service, and financial data to identify risks and opportunities, and the ability to learn a complex product and service model quickly.

Requirements

• 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
• Demonstrated ownership of commercial outcomes within an installed customer base, including renewals, expansion, and upsell
• 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
• 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
• AI fluency is a requirement

Benefits

• 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