At Notarize, we’re pulling the future closer, bringing industries like real estate, automotive, and financial services into the digital age. We’re the first company to complete a legal online notarization, online mortgage closing, online will, online auto sale, and countless other critical transactions. 

We’re proud to play an integral role for our customers -- from individuals to major enterprises -- in making life’s most important moments better. 

Our business has grown exponentially (over 600%!) in the past year. In September 2021 we came in at #114 on Inc.’s list of the 5000 fastest-growing companies in the nation. We raised an additional $130 million in Series D funding in March of this year -- backed by industry behemoths like Capital G/Google, Citi, and Wells Fargo -- and we recently announced a major strategic partnership with Adobe.

Notarize is the pioneer and market leader in Remote Online Notarization (RON), and we’re building the team that will operate a critical platform in tomorrow’s fully-remote economy. Come join us!

Notarize is proud to be a fully-distributed, remote-first team. Employees can work from anywhere in the United States -- all 50 states and D.C too.

In this role you will lead a team of Customer Success Managers in a high-energy, customer-first culture. You will be responsible for the daily operations of the Customer Success, Real Estate team, including recruiting and hiring. You will guide and coach your team as they navigate customer interactions throughout the full customer lifecycle, including on-boarding, driving usage and adoption, improving account expansion and mitigating customer risk. 

To be successful in this role you should have a customer-centric mindset, be able to motivate and develop Customer Success Managers, and use data to drive team direction. 

This is an opportunity for a candidate to join a collaborative management team and to help define the future direction of Customer Success at Notarize.

What you’ll do as an Manager, Customer Success (Real Estate) at Notarize:

• Manage and scale the Customer Success team as they connect with customers, build relationships, drive adoption & growth, and cultivate enduring, successful customer partnerships
• Optimize customer engagement, retention, and growth within our Real Estate customer base.
• Support and develop talent within the Customer Success team; manage employees' growth and career trajectories, building paths and supporting programs for advancement 
• Drive enhanced scale and depth of the team by continuously building or improving upon processes, and removing internal or external roadblocks
• Build strong relationships with internal Notarize teams, including Sales, Operations, and Product; working cross-functionally to surface customer issues and cultivate a collaborative environment focused on success enablement
• Develop and expand the customer success knowledge base, fostering an autonomous culture for high velocity growth 
• Partner with Sales management to align teams and foster a positive, collaborative approach to customer retention and growth.
• Serve as an initial management point of escalation for customer issues - helping CSMs set urgency, working to identify additional leadership support as needed and drive quick resolutions.

What we're looking for:

• 3+ years of experience leading and scaling customer success organizations
• People management experience; player-coach mentality, and a passion for team-building and professional development
• Experience managing large, complex (Enterprise, Strategic) customers is required; knowledge of the Real Estate industry is a plus, but not required
• An understanding of SaaS business models and experience with consumption models is a plus
• Superior interpersonal and influencing skills, with a proven ability to maintain strong relationships across all levels in the business.
• Outstanding verbal and written communication skills
• Passion for customer success and creating VOC programs
• A proven track record for turning challenges into opportunities; natural curiosity and willingness to learn a new industry
• Tenacity in making sure project tasks get completed on schedule, issues are resolved expeditiously, and internal collaboration helps move projects forward; experience in a fast paced environment, organizing competing priorities
• Ability to manage conflict and build strong working relationships, internal and external to the organization, across all levels of the organization.

Some of our benefits:

• Competitive salaries & equity
• 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.

Notarize is committed to building an inclusive environment for people of all backgrounds and everyone is encouraged to apply. We are an equal opportunity employer and do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. We'd love to hear from you.