Customer Success Manager Mid-Market

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 needs and challenges. 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 is headquartered in Austin TX with an office in downtown Austin. Today the company has grown to 100+ 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 expanding our team and are seeking exceptional talent. Our current team is comprised of top performers across the board and we will continue to hire in this manner. 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 shared vision and our company's 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 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.

What you’ll do:

• Drive customer adoption and effective use of Closinglock by utilizing multiple resources to proactively monitor product usage trends and rollout of Closinglock across the organization
• Gain a deep understanding of your customer's business goals and desired outcomes by building trust and creating meaningful relationships among key stakeholders and executives
• Own the customer renewal and generate growth opportunities. Proactively identify forecast and manage customer risk to minimize churn ensure strong customer engagement and identify expansion opportunities that will enhance the customer experience
• Ensure customers understand the value Closinglock delivers to their business by conducting business reviews on-site meetings and attending industry events that mirror their business goals and objectives
• Identify product improvements or new products by remaining current on customer needs industry trends market activities and competitors
• Proactively connect with customers regularly via phone email and semi-annual on-site visits driving active engagement with the Closinglock Committee
• Participate in and help build our company culture
• Serve as a voice of CSMs within Closinglock sharing your experiences in meetings while driving collaboration between offices to help unify our teams and build a strong culture
• Lead and inspire peers to exceed objectives champion change and scale Closinglock

What we’re looking for:

• 4+ years of customer success management account management relationship management or management consulting experience focused on Mid-Market customers
• Post-sale experience is required
• Sales experience is not required but previous experience is a plus as this role is responsible for customer renewals
• 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 and have a genuine curiosity about their customers’ business

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. These benefits include:

• Competitive salary
• 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 (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.

What We Do

Closinglock is the trusted platform for securing and streamlining real estate transactions. Working with title and escrow companies we protects what truly matters: their clients their funds and their hard-earned reputation. Closinglock brings the real estate payments workflow into one secure space to prevent fraud and digitize the process allowing buyers to pay their earnest money deposit and down payments digitally in a click and allows title companies to disburse funds back out to the parties who need to be paid. With over $500 billion in transactions already safeguarded Closinglock is setting the new standard for secure closings.

Why Work With Us

At Closinglock we believe security isn't just a feature—it's a responsibility. We're driven by the belief that real estate is personal: understanding that behind every transaction is a person a family and a future. If you're looking to work with a purpose-driven team that takes immense pride in protecting people you'll find your home here.

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