Customer Success Manager, Settlement & Notary

This is a fully remote position, open to applicants in United States.

📋 Description

• Take charge of the post-sale customer relationship and commercial outcomes for a portfolio of Notary Connect and Snapdocs RON clients.

• Oversee customer health, value realization, retention, growth, and continuity of relationships.

• Formulate account strategies and maintain Salesforce success plans that outline objectives, stakeholders, milestones, adoption gaps, risks, renewals, expansion opportunities, and forecasts.

• Set baselines, target outcomes, and success metrics; quantify realized value and construct business cases for adoption.

• Foster executive alignment, customer advocates, and multi-faceted relationships across customer stakeholders.

• Conduct operating reviews, executive business reviews, strategic planning sessions, and escalation communications.

• Drive post-launch adoption through pilots, rollout planning, training, change management, release readiness, and optimization.

• Showcase Notary Connect and Snapdocs RON while recommending best practices for workflow.

• Spearhead renewal and expansion initiatives, including commercial offers, negotiations, buying-group alignment, and forecasting.

• Coordinate service delivery across Operations, the notary network, Implementation, Support, Product, Engineering, and Accounting.

• Manage customer escalations until resolution and address underlying issues.

• Convert customer feedback, market trends, and competitive insights into actionable recommendations for Product, Operations, and go-to-market teams.

• Create reusable playbooks, customer stories, and operational practices for scaling across customers, industries, and use cases.

⛳️ Requirements

• Minimum of five years of experience in customer success, account management, strategic account management, or a similar customer-facing role in a software or technology-enabled services environment.

• Proven experience managing mid-market or enterprise customer relationships.

• Demonstrated success in handling renewals, expansions, upsells, value cases, commercial offers, negotiations, buying groups, forecasts, and closing opportunities.

• Track record of enhancing customer adoption and delivering measurable value in transaction-volume, product-usage, utilization, or service-performance contexts.

• Experience leveraging customer, product, service, and financial data to identify risks and opportunities, quantify business value, and suggest actions.

• Strong skills in executive communication and business acumen.

• Experience building relationships across complex customer organizations and aligning stakeholders from operations, technology, finance, legal, compliance, and executive leadership.

• Proven ability to lead customer enablement, workflow change, adoption programs, training, rollout planning, and ongoing optimization.

• Excellent project and portfolio management capabilities.

• Capacity to learn and confidently demonstrate a complex product and service model.

• High agency and structured judgment.

• Fluency in AI using approved AI tools within repeatable workflows, while safeguarding customer data.

• Strongly preferred: experience in new-business sales and post-sale account management.

• Strongly preferred: background in fintech, mortgage technology, real estate, legal services, financial services, or other regulated and operationally complex industries.

• Strongly preferred: experience with marketplace, network, service-linked, transaction-based, consumption-based, or utilization-based business models.

• Strongly preferred: experience transitioning manually coordinated services to technology-enabled delivery.

• Strongly preferred: familiarity with Salesforce or similar customer and revenue management platforms.

🏝️ Benefits

• 30% variable compensation.

• Meaningful equity.

• 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.