Manager, Customer Success (B2B)

Remote

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Notarize

Notarize provides legal online notarizations available 24x7. Connect with licensed electronic notaries by live video call. Use any computer or smartphone.

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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. Your responsibilities will include recruiting and hiring, developing staff talent, maximizing performance, and maintaining a collaborative, results-oriented culture. You will guide and coach your team as they navigate customer interactions throughout the full customer lifecycle, including on-boarding, driving active 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. Be prepared to work directly alongside Solution Engineers, Enterprise and Commercial Sales Managers, Renewals and fellow Customer Success Managers.
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 a Manager, Customer Success 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, renewals & account growth across our business industry customers (Auto, Finance, Digital, etc).  Unlock value at every level.
  • Support and develop talent within the Customer Success team; manage employees' growth and career trajectories, build paths and supporting programs for advancement 
  • Drive enhanced scale and depth of the team by continuously building or improving upon efficiency programs, and removing internal or external blockers
  • Build strong relationships with internal Notarize teams, including Sales, Operations, and Product, working cross-functionally to surface customer issue trends to key stakeholders, cultivating a collaborative culture of success enablement
  • Develop and expand the customer success knowledge base, fostering an autonomous culture for high velocity growth 
  • Cultivate positive working relationships in the Sales organization as well as with other department leaders to align activity, support customer retention and adoption, and strategize on account growth
  • Act as a trusted advisor and escalation point of contact for Notarize’s customers

What we’re looking for:

  • 3+ years experience leading and scaling successful customer-facing organizations
  • People management experience; player-coach mentality, and a passion for team-building
  • An understanding of the SMB market, experience with the Enterprise market and its customer characteristics
  • A thorough understanding of SaaS and recurring revenue business models, experience with consumption models is a plus
  • A well-developed interpersonal style and exceptional influencing skills, with a proven ability to maintain strong relationships across all levels in the business
  • Outstanding verbal, visual, and written communication skills
  • Passion for customers, appreciation of customer perspective, and ability to advocate on their behalf
  • A proven aptitude for approaching challenges with creativity; natural curiosity and willingness to dive into the industry and our innovative products and features
  • Tenacity in making sure project tasks get completed on schedule, issues are resolved expediently, and internal relationships help move projects forward
  • Experience handling tight deadlines across multiple projects simultaneously, with an eye for detail so that all the trains run on time
  • Ability to manage conflict and build strong working relationships, internal and external to the organization, across all levels of personnel

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. 
Job region(s): Worldwide/Anywhere
Job stats:  7  2  0
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