Snapdocs

Compensation

Full Description

About the Role 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. Key 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. Qualifications • 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. Skills & Knowledge • 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 business-impact story. • Skilled in influencing and aligning complex customer organizations toward shared goals. • Comfort with Google Workspace, Salesforce, OpenAI products, and Sisense (preferred). Attributes & Behaviors • Highly Organized: Manages multiple priorities across diverse accounts with precision and accountability. • Proactive: Anticipates customer needs and preempts potential challenges. • Persistent: Pushes through barriers to achieve desired outcomes and delivers results. • Trusted Advisor: Quickly earns customer trust through deep understanding of their business and thoughtful recommendations. • Communicative: Keeps all stakeholders informed and aligned across projects and priorities. • Empathetic & Curious: Seeks to understand the “why” behind customer challenges and finds innovative ways to solve them. • Goal-Oriented: Aligns daily work to measurable company, team, and client objectives. • Dependable & Growth-Oriented: Follows through on commitments and invests in ongoing personal and team development. Compensation: If you are located in the SF Bay Area, NYC, or Seattle Metro area, the base salary range for this role is $145,500 - $182,000. For all other locations, the base salary range is $127,500 - $159,500. In addition to base salary, this role is eligible for a 30% variable bonus based on the base salary. This brings the total on-target earnings (OTE) to: • $189,150 – $236,600 for candidates in the SF Bay Area, NYC, or Seattle Metro area • $165,750 – $207,350 for candidates in all other locations