Digital Customer Success Manager

Company Overview
Closinglock is modernizing the real estate world's way of transferring information and funds to eliminate wire fraud and provide a secure, easy-to-use platform for title companies, law firms, and other financial services to protect themselves and their clients from wire fraud. We act in the long-term best interests of our customers by understanding their problems. When our customers win, we win. To date, we have protected over $250B+ in funds related to residential property transactions. Closinglock's platform has been used by clients in all 50 states and across 42 countries.
Closinglock was founded in 2017 by Andy White, CEO, and his wife, Abigail White. The company is headquartered in Austin, TX, with an office in downtown Austin. Today the company has grown to 90+ employees across product & engineering, sales, partnerships, customer success, marketing, and finance.
Mission : Simplify the real estate closing experience for all parties
Vision : Provide a secure and efficient transfer of data and funds
The inherent value of what we offer with our fraud prevention platform and modern payment solution for real estate is protecting a homebuyer's largest investment in their life.
We are rapidly growing our team and are looking for more incredible talent. Our current team is built of top performers from world-class companies, and we will continue to hire that way. We firmly believe that top performers want to work with other top performers. We have a lot of fun at work because we trust each other and respect each other's talents, abilities, and experiences. We are hyper-focused on a common vision, and our company strength is based on the unparalleled quality of our team. There is no limit to what we can accomplish together!
Check out our website to learn more about our company.
About the Role
We're seeking a tech-savvy, proactive and organized Digital Customer Success Manager (CSM) to support and grow a large book of customers through one-to-many engagement. This role combines onboarding/implementation and ongoing account management at scale-meaning you'll guide customers through setup, drive adoption, and ensure long-term satisfaction and retention through scalable processes and digital touchpoints.
If you're passionate about building customer relationships and directly impacting retention and growth, enjoy optimizing processes, and thrive in a high-volume environment, this is an excellent opportunity to help shape a critical function at Closinglock.
What You'll Do

• Command Your Portfolio: Own the end-to-end lifecycle for a large book of business, using our digital success platform to deliver value at scale.
• Lead Implementation and Onboarding for new customers in your segment-ensuring smooth setup and early success.
• Drive Retention & Identify Growth: Proactively manage renewals and contribute to net revenue retention by identifying potential areas for customer growth and expansion.
• Architect Digital Journeys: Help design and execute automated campaigns, tech-touch playbooks, and educational content (webinars, videos, articles) to guide customers and drive product adoption.
• Leverage Data for Proactive Engagement: Master our customer health analytics to identify and act on risks and opportunities, triggering targeted outreach to ensure long-term success.
• Be a Customer Advocate: Collaborate with our Product, Marketing, and Support teams, translating customer data and feedback into actionable insights that improve the overall customer experience.
• Serve as the Digital Point of Contact: While escalating complex technical issues, you will be the primary resource for your customers' success and strategic needs.

What You Bring

• 3+ years of experience in a Customer Success, Account Management, Retention or Implementation role, ideally in SaaS or tech.
• Scaled Success Expertise: Proven experience managing a large portfolio of customers through tech-touch or one-to-many programs.
• Process-Oriented & Organized: You thrive in a fast-paced environment and have a knack for managing multiple priorities and building efficient workflows.
• Tech-Savvy Mindset: You're not just comfortable with, but excited by technology. Hands-on experience with CS or CRM platforms (like HubSpot, Gainsight, Catalyst, Zendesk) is essential.
• Sales or Retention Acumen (A Big Plus): Experience in a role with direct responsibility for renewals, upselling, or other commercial targets is highly desirable. You understand the commercial side of customer relationships.
• Exceptional Written and Verbal Communication : Especially when engaging customers remotely, you have the ability to turn data into compelling stories and actionable plans.
• A Customer-First Mindset: You have a passion for helping people succeed.

This is a full-time, in-person position in our Austin, TX office.
Perks & Benefits
At Closinglock, we invest in our employees and provide a full range of benefits and perks to help you grow and thrive. From generous paid time off and healthcare coverage to career enrichment and development programs. These benefits include:

• Work-life balance
• Competitive Salary
• Equity compensation
• Medical, Dental, Vision, and Life Insurance
• Unlimited PTO
• 401k Match
• Maternity/paternity leave
• Monthly team get-togethers (Lunches, social events, sports outings, etc)

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.