Customer Success Manager, Secondary Market
Snapdocs
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 a rapidly growing company that is disrupting the residential mortgage market, bringing scalable and sophisticated software to a pillar of the U.S. 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…
The Role
Snapdocs is hiring its first Customer Success Manager dedicated to our Secondary Market customers. Reporting to the Senior Director of Customer Success, you will serve as the primary point of contact for this new and rapidly expanding customer segment. This role was created in response to fast-growing opportunities in the Secondary Market, making this a unique opportunity to shape how Snapdocs partners with this critical audience.
You will be responsible for maximizing the value Secondary Market clients realize at Snapdocs, sustaining and expanding long-term relationships, and serving as a strategic advisor to help customers achieve their digital mortgage and loan trading goals. As the pioneer CSM in this segment, you’ll also help establish processes and playbooks, inform future team and company strategy, and be the voice of the Secondary Market customer to influence Snapdocs’ product roadmap.
Key Responsibilities
- Build and maintain strong relationships with working teams and leadership at Secondary Market customers, involving Snapdocs leadership as needed to foster multiple points of contact (includes travel, up to 25%)
- Deeply understand customers’ business models, trading workflows, and strategic priorities, and guide them in leveraging Snapdocs to achieve measurable outcomes
- Develop, maintain, and execute strategic account plans tailored to Secondary Market customers, ensuring alignment with both client goals and Snapdocs’ vision and capabilities
- Identify and cultivate customer “Champions” who will advocate for Snapdocs internally and across the industry
- Drive identification, measurement, and improvement of key customer metrics tied to revenue growth, liquidity, efficiency, and cost savings in the Secondary Market
- Lead ongoing customer communications including strategic planning, enablement, change management, training, release deployment, and executive check-ins
- Identify adoption and expansion opportunities unique to Secondary Market customers, driving upsells and new product & feature implementation
- Collaborate closely with eMortgage, Support, and Product teams to ensure smooth escalations, quick issue resolution, and a tight feedback loop between customer needs and product priorities
- Act as the “voice of the Secondary Market customer” to influence Snapdocs’ roadmap and long-term strategy
What We’re Looking For
- 8+ years in customer-facing roles, with steady progression toward owning relationships with large or strategic accounts
- 5+ years working with mid-market or enterprise customers; experience in mortgage, capital markets, or fintech a strong plus
- Project management expertise: excelling at juggling multiple initiatives, communicating status, and delivering results on time
- Demonstrated ability to manage a high volume of customer deliverables (strategic plans, metrics analysis, contracts, projects, etc.)
- Proven experience driving adoption, renewals, and account growth in complex B2B relationships
- Strong business acumen with the ability to understand how Secondary Market players operate and make decisions
- Comfort with data analysis and storytelling. Being able to connect outcomes to measurable business impact
- The ideal candidate will have direct experience working with secondary market players in the mortgage space, particularly with eMortgage concepts, products, and processes.
Compensation
- $147,000 – $186,000 for candidates in the SF Bay Area, NYC, or Seattle Metro area
- $128,400 – $162,000 for candidates in all other locations
At Snapdocs, we believe our differences make us stronger. We’re building a team of curious, driven people from all backgrounds who are united by a shared desire to solve meaningful problems and build something that matters. We value trust, autonomy, and the kind of collaboration that brings out the best ideas—and the best in each other.
To support our team, we offer a comprehensive & thoughtful benefits package for all full-time employees, which includes:
- 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
Please note: Part-time employees are not eligible for benefits at this time
Snapdocs is proud to be an equal opportunity workplace. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, or Veteran status. If you have a disability or special need that requires accommodation, please let us know.
California residents applying for positions at Snapdocs are subject to our candidate privacy policy. (www.snapdocs.com/california-candidate-privacy)