Customer Success Manager, SMB

Company Overview Closinglock is modernizing the real estate industry’s way of transferring information and funds to eliminate wire fraud. We provide a secure, easy‑to‑use platform for title companies, law firms, and other financial services, protecting themselves and their clients from wire fraud. Closinglock has protected over $500 B in funds related to residential property transactions and is used by clients in all 50 states and 42 countries. Headquartered in Austin, TX, we have a downtown Austin office and over 100 employees across product, engineering, sales, partnerships, customer success, marketing, and finance. About the Role We are looking for a Customer Success Manager to build, retain, and grow a book of business comprising Closinglock's SMB customers. You will be the voice of the customer within Closinglock and serve as the liaison with sales, services, product, and engineering teams, using a data‑driven approach to help customers realize value and achieve their business goals. What You’ll Do Drive customer adoption and effective use of Closinglock by monitoring product usage trends and managing rollout across the organization. Build trust and meaningful relationships with key stakeholders and executives to understand their business goals and desired outcomes. Own renewals, forecast and manage customer risk to minimize churn, and identify expansion opportunities to enhance the customer experience. Conduct business reviews, on‑site meetings, and attend industry events that mirror customers’ business goals. Identify product improvements or new products by staying current on customer needs, industry trends, market activities, and competitors. Proactively engage customers regularly via phone, email, and semi‑annual on‑site visits. Participate in and help build company culture and unify teams across offices. Lead and inspire peers to exceed objectives, champion change, and scale Closinglock. What We’re Looking For 4+ years of customer success, account management, relationship management, or management consulting experience focused on SMB customers. Post‑sale experience is required; sales experience is a plus. Proven history of renewing and expanding software contracts. Strong empathy for customers and passion for revenue and growth. Deep understanding of value drivers in recurring revenue business models. Experience servicing large, complex organizations and owning all aspects of a market segment. Goal‑oriented, optimistic, proactive, and adaptable to change. Innovative, persuasive, creative, and curious about customers’ businesses. Full‑time, In‑person, Austin, TX This is a full‑time, in‑person position located in our Austin, TX office. Perks & Benefits Competitive salary Equity compensation Medical, dental, vision, and life insurance Unlimited PTO 401(k) match Maternity/paternity leave Fully subsidised 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. #J-18808-Ljbffr Closinglock