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…
The Role
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
What We’re Looking For:
- 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’
Knowledge/Skills:
- 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
Attributes / Behaviors:
- 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
- $147,000 – $220,200 for candidates in the SF Bay Area, NYC, or Seattle Metro area
- $128,400 – $193,200 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 ideas—and 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. (www.snapdocs.com/california-candidate-privacy)
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