Sr. Customer Success Manager, Real Estate

As a Senior Customer Success Manager focused on real estate accounts at Notarize, you will be entrusted with building strategic relationships and driving product adoption and engagement across our highest value institutions.  You will manage key, strategic relationships and be responsible for their goals, adoption and growth.

A typical day might include running a product training for new customers, sharing best practices and ensuring customers have everything they need to start off strong. After lunch, you’ll deep dive into our customer data to help identify ways we can deliver increased value through broader and more mature use of Notarize.

You’ll put the finishing touches on a Quarterly Business Review scheduled for tomorrow morning before closing your day by attending a meeting with the sales, integration, product or notary teams to review user feedback you’ve collected from your accounts.

What you’ll do as a Senior Customer Success Manager, Real Estate At Notarize:

1. Own and nurture customer relationships with our larger mid-market/enterprise customers, engaging proactively and focusing on increasing adoption/utilization, ensuring retention, working collaboratively to expand revenue, and monitoring satisfaction.
2. Take ownership of new accounts and deliver training on solutions and provide product support to customers as well as other stakeholders.
3. Establish a partnership with customers to build Customer Success Plans, defining critical goals, or other key performance indicators and aid in achieving their goals
4. Measure and analyze customer data to draw insightful recommendations for customers
5. Advocate for industry best practices, and work independently to develop additional best practices to solve customer needs
6. Conduct Business Reviews to confirm the customer is achieving value and to address gaps and/or opportunities to achieve more value
7. Proactively identify and resolve blockers, escalations and commercial risk on accounts, collaborating with Support, Sales, Product and leadership teams

What we’re looking for:

• 5+ years client management experience at a software company, agency, or management consultancy
• Prior experience in Customer Success or an equivalent history of increasing satisfaction, driving adoption, retention, and revenue expansion
• Experience working with complex, multi-divisional, multi-geographical customers
• Motivation – Self-starter who works independently and proactively. Must be comfortable with ambiguity.
• Leadership – This role requires strong communication skills, as well as displaying executive presence and confidence in varying levels of customer situations.
• Relationship Building – Proven track record of building relationships with senior customer executives in large or highly strategic accounts. Experience in managing various stakeholder relationships to get consensus on solutions/engagements is required.
• Program Management – Excellent skills in planning for a portfolio of engagements, cross-group collaboration, resource orchestration, communications, analytical capabilities, and attention to detail is required.
• Collaboration and Communication – Proven track record of driving decisions collaboratively, resolving conflicts, and ensuring follow-through with verbal and written communication. Strong presentation skills with a high degree of comfort with both large and small audiences and various levels of management.
• Bonus Points – Experience working within the Real Estate Industry

Some of our benefits:

• Heavily subsidized medical, dental, and vision
• 401k with 4% match
• Unlimited PTO & flexible work schedules
• Fully-distributed team: work from anywhere in the U.S.
• Paid parental leave
• Annual budget for personal learning & development
• Small, cross-functional teams
• Strong emphasis on collaboration & mentorship
• Paid lunches (through Grubhub) + regular Lunch & Learn sessions

Our core values:

• Solve Problems That Matter: We serve some of the most important moments in people’s lives. It’s a responsibility we embrace by focusing obsessively on the issues that will have a quantifiable impact on our customers and our company growth.
• Yes Before No: We are optimistic about our ability to change lives by transforming outmoded processes. We believe our efforts can create a better future, and it is our attitude that will allow us to pull that future closer.
• Start With Why: We don’t presume to understand the intentions of the people around us, whether coworkers or customers. We ask honest questions and listen to feedback in order to gain insight, build trust, and create memorable experiences.
• Stamp Together: We create a strong team and a welcoming workplace by valuing diverse perspectives. Every role in our organization is supported and valued equally, without regard to location or background.