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About the Role

We are looking for a Customer Success Manager to build, retain, and grow a book of business comprising Closinglock's Mid-Market Customers. You will be the voice of the customer within Closinglock and serve as the customer liaison with Closinglock's sales, services, product, and engineering teams. You will use a data-driven approach, applying best practices and solutions to ensure our customers realize value from Closinglock and achieve their business goals and objectives. As a successful Customer Success Manager, you’ll use your consultative mindset to build long-lasting partnerships with each customer. You’ll be instrumental in driving product adoption and customer achievement of ROI. You’ll provide product roadmap insights and share industry trends while encompassing Closinglock's values.

Responsibilities

Drive customer adoption and effective use of Closinglock by monitoring product usage trends and rollout.
Gain a deep understanding of customer business goals and desired outcomes by building trust with key stakeholders.
Own customer renewals and generate growth opportunities.
Proactively identify, forecast, and manage customer risk to minimize churn and ensure strong engagement.
Identify expansion opportunities that enhance the customer experience.
Ensure customers understand the value Closinglock delivers by conducting business reviews and attending industry events.
Identify product improvements or new products by staying current on customer needs and industry trends.
Proactively connect with customers regularly via phone, email, and on-site visits.
Participate in and help build company culture.
Serve as a voice of CSMs within Closinglock, sharing experiences and driving collaboration.
Lead and inspire peers to exceed objectives, champion change, and scale Closinglock.

Requirements

4+ years of customer success management, account management, relationship management, or management consulting experience focused on Mid-Market customers.
Post-sale experience is required.
Previous sales experience is a plus.
Demonstrated history of successful software customer service with proven experience renewing and expanding existing contracts.
Strong empathy for customers and passion for revenue and growth.
Deep understanding of value drivers in recurring revenue business models.
History of servicing large, complex organizations with demonstrated ownership of all aspects of a market segment.
Goal and results-oriented, optimistic, value-added mindset, proactive, and easily adapts to change.
Successful candidates are innovative, persuasive, and creative with a genuine curiosity about their customers’ business.

Location

Austin, TX

Work Type

Full-time
In-person

Experience Level

4+ years

Salary/Compensations

Competitive salary

Benefits

Equity compensation
Medical, dental, vision, and life insurance
Unlimited PTO
401(k) match
Maternity/paternity leave
Fully-subsidized downtown parking
Weekly lunch stipend
Full access to onsite gym and locker rooms
Monthly team get-togethers

About the Company

At Closinglock, we invest in our employees and provide a full range of benefits and perks to help you grow and thrive.

Equal Opportunity

Closinglock is an equal opportunity employer and we welcome everyone to our team. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.