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.

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.

• 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.

• 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.

• 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…