Senior Manager, Customer Success, Settlement at Snapdocs

United States

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Not SpecifiedCompensation

Senior (5 to 8 years), Expert & Leadership (9+ years)Experience Level

Full TimeJob Type

UnknownVisa

FinTech, Real Estate, MortgageIndustries

Requirements

7–10+ years in customer-facing roles with progressive responsibility for large, complex accounts
3–5+ 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
Exceptional communication skills, including the ability to tailor messaging for executive, operational, and technical audiences
Strong business acumen

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 4–8 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

Skills

Key technologies and capabilities for this role

Customer SuccessTeam LeadershipAccount ManagementRelationship ManagementGrowth StrategyProduct AdoptionUpsellExpansion OpportunitiesRetentionStrategic PlanningCommunication Skills

Questions & Answers

Common questions about this position

What are the key responsibilities of the Senior Manager, Customer Success role?

The role involves leading and developing a team of Customer Success Managers, owning end-to-end engagement for key Settlement accounts, developing strategic account plans, building executive relationships, understanding customer objectives, and partnering cross-functionally.

Is travel required for this position?

Yes, some travel is required, approximately 4–8 times per quarter.

What skills are essential for success in this role?

Key skills include strategic vision, proactive leadership, expert communication skills, and a deep understanding of Snapdocs’ products and customer needs.

What is the team structure for this position?

The Senior Manager will lead a team of Customer Success Managers focused on account strategy, relationships, product adoption, upsell opportunities, and customer satisfaction.

What makes a strong candidate for this Senior Manager role?

Strong candidates are smart, hungry, and curious individuals with leadership experience, strategic vision, and the ability to drive customer growth and team performance.

Snapdocs

Digital platform for mortgage closings

About Snapdocs

Snapdocs operates in the real estate sector, focusing on digital mortgage closings. The platform enables lenders, title companies, and notaries to manage and complete mortgage closings online, replacing the traditional paper-heavy process with a faster, more efficient, and secure digital solution. Snapdocs integrates with existing systems, particularly benefiting lenders using Ellie Mae, a leading mortgage software provider, to facilitate seamless digital closings. The company follows a Software as a Service (SaaS) model, charging clients a subscription fee based on service level and transaction volume. As the demand for online real estate transactions grows, Snapdocs aims to simplify the closing process for all parties involved.

San Francisco, CaliforniaHeadquarters

2012Year Founded

$246.1MTotal Funding

SERIES_DCompany Stage

Enterprise Software, Real EstateIndustries

201-500Employees

Benefits

Health Insurance

Dental Insurance

Vision Insurance

401(k) Retirement Plan

401(k) Company Match

Parental Leave

Unlimited Paid Time Off

Life Insurance

Disability Insurance

Risks

Emerging digital closing platforms may increase competition for Snapdocs.

Technological advancements require Snapdocs to update its platform, raising operational costs.

Cybersecurity threats could expose Snapdocs to data breaches, affecting customer trust.

Differentiation

Snapdocs offers a patented AI technology for seamless mortgage closing processes.

The platform integrates with Ellie Mae, enhancing digital closings for lenders.

Snapdocs provides a comprehensive eClosing solution, reducing loan processing time by 18 days.

Upsides

Snapdocs' partnership with SitusAMC enhances eNote management for warehouse lenders.

The collaboration with Zions Bancorp highlights Snapdocs' role in digital transformation.

Snapdocs' eClosing platform integration with LenderLogix offers a seamless digital experience.

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