Customer Success Manager, Settlement & Notary

The U.S. mortgage market is a $14 trillion pillar of the economy — and much of it still runs on fax machines, overnight shipping, and manual workflows. Snapdocs is changing that. Our platform currently powers 20% of all real estate closings in the country, and we’re just getting started.

We design workflow software and AI-driven automation that connects lenders, settlement teams, notaries, and investors — eliminating friction, reducing risk, and delivering a faster, simpler closing for every borrower. Our customers range from the largest mortgage lenders to independent title companies. They trust us because we solve real operational pain with empathy, rigor, and reliability.

We’re backed by Sequoia, Y Combinator, and F-Prime, and we’re building for the long term.

More than one billion notarizations take place in the United States each year, supporting consequential transactions across real estate, financial services, legal services, automotive, wealth management, and other regulated industries. Yet much of the work required to schedule signings, find qualified notaries, manage documents, communicate with participants, and resolve exceptions still happens through phone calls, email, and disconnected systems.

Snapdocs provides trusted infrastructure for high-stakes transactions—transactions where the parties may not know or trust one another, mistakes carry real consequences, and the resulting records must withstand legal, regulatory, investor, and customer scrutiny. We earned our credibility by modernizing residential mortgage closings at scale, and became the market leader. Now, we’re taking on the broader notarization market, with a vision to make Snapdocs the trusted platform for every high-stakes notarization—across industries, wherever and however it happens.

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

• - Own the customer relationship and commercial outcome. Serve as the accountable post-sale owner for a portfolio of Notary Connect and Snapdocs RON customers, with responsibility for customer health, value realization, retention, growth, and relationship continuity.
• - Develop the account strategy. Build a deep understanding of each customer’s business, operating model, notarization workflows, stakeholders, goals, and growth plans. Maintain account success plans in Salesforce that document customer objectives, stakeholder coverage, milestones, adoption gaps, risks, renewal strategy, expansion opportunities, and forecasts.
• - Drive measurable value realization. Establish customer baselines, target outcomes, and success measures such as hard-cost savings, time-to-value, signing volume, utilization, service quality, exception handling, and participant experience. Quantify realized value and build the business case for continued and broader adoption.
• - Build executive alignment and customer champions. Develop durable, multi-threaded relationships with executives, operational leaders, administrators, schedulers, and end users. Build champions and align decision-makers across operations, technology, finance, legal, compliance, and executive leadership.
• - Lead the customer operating cadence. Run operating reviews, executive business reviews, strategic planning sessions, and escalation communications that connect product usage and service performance to realized value, customer priorities, risks,…