Director of Customer Success
In one of the most important roles in the company, you will get to develop and own our customer success strategy at Snapdocs to determine how we should onboard and drive adoption with our new lender customers and installed base. If you are excited by the idea of building out a world-class customer success function (and have the right experience to do so), then we should talk.
Snapdocs is an early-stage, rapidly growing company backed by investors like Sequoia, SV Angel, and YCombinator. We are tackling the massive mortgage market, developing modern software for an industry that still relies on fax machines and manila envelopes. We bring security, efficiency, and joy to a paper-based pillar of the US economy. As we expand our product offering and tackle a broader swath of customers, we need to grow our team with smart, hungry, and curious people. That’s where you come in...
Reporting to the VP of Sales and Customer Success you will build a world-class customer success team to support our growth and scale as we become the go-to solution in mortgage tech. You will develop and lead customer onboarding and retention strategies while working with the leadership team to continually improve our customers’ experience and business impact delivered. The CS buck stops with you: having ownership of all things related to customer experience means you are responsible for driving our customer success philosophy and strategy while evolving your team in terms of skills, tools, and organizational structure.
Our ideal candidate has 8+ years in Customer Success in a SAAS enterprise environment. Over those years, you have managed, scaled, and built post-sales teams in a start-up environment. This experience has made you a pro at defining, tracking, and managing Customer Success KPIs. You’ve also gotten really good at negotiating with executives and marshaling resources needed for your team to be successful. These are the things you gain with experience. What can’t be learned or gained from experience is your natural service ethos, and that is the true foundation of your success. You genuinely care about creating a great experience for every customer you deal with, and it shows in everything you do.
Snapdocs’ culture is one that strongly values diversity and drive. We want to work with people of different backgrounds and different paths in life. We provide a range of excellent benefits ranging from the standard stuff (4% match on 401(k)! free lunches! 21 days PTO!) to the not so standard (10 year exercise window on your options (!!)) and our location in the heart of the Financial District in SF is super convenient.