GoDocs Careers

Client Success Manager

Location: Remote

Department: Operations

Company Description

GoDocs, the automation leader in commercial loan document generation, offers a next-generation software platform for banks, credit unions, and private lenders that creates a streamlined process for closing commercial loans. The first and only purely SaaS system for automated loan document generation, GoDocs provides lenders with a flexible digital solution that requires no training to use. The company has the #1 NPS customer satisfaction score in the industry and is trusted by industry-leading banks as well as community banks, Federal and local credit unions, and private lenders of all sizes. GoDocs is proud to back its solutions with 100% onshore support.  

Position Overview: 

The Client Success Manager (CSM) supports GoDocs clients by developing strong client relationships, ensuring client satisfaction, and driving product adoption and success. CSMs are the primary point of contact for our clients, responsible for managing the client journey following onboarding through renewal and expansion. CSMs focus on building customer loyalty and long-term relationships, serving as the connection for clients between GoDocs’ Sales and Customer Operations functions. This role will be responsible for building the Client Success playbook and tools for GoDocs and will have a strong voice in how the function operates moving forward. 

Duties will include: 

• Develop and maintain strong, long-lasting client relationships by understanding their needs, goals, and challenges. Act as the main point of contact for management-level client communications 

• Collaborate closely with the Customer Support organization to ensure a seamless customer experience. You will escalate complex technical issues or bug reports to the support team, while also working with them to proactively address common user questions and concerns

• Support the Customer Support and Customer Onboarding teams with client communications 

• Act as an advocate for the client within the company, ensuring their needs and feedback are communicated and addressed. Collaborate with internal teams to resolve issues and enhance the client experience. This will include specifically evaluating and moving valuable customer feedback forward to the product management team 

• Build the Client Success playbook and toolset for GoDocs, along with the NPS and Customer Health Scorecard programs  

• Regularly monitor client performance and usage metrics to identify opportunities for improvement and potential issues. Proactively address any concerns and provide strategic recommendations to optimize client outcomes 

• Provide regular reports on client success metrics, feedback, and satisfaction levels. Use data-driven insights to inform strategies and improve client outcomes 

• Lead monthly and quarterly business reviews, collaborating with our Customer Operations team in the development of plans and strategies 

• Drive client renewals by demonstrating the value of our solutions and identifying opportunities for upselling and cross-selling. Develop and execute strategies to expand client engagement and satisfaction 

• Participate in the execution of Client Advisory Board meetings in conjunction with Product Management 

• Lead working sessions with clients regarding their lending process in order to identify process improvements leveraging the GoDocs platform 

Ideal Profile: 

• Strong analytical and problem-solving skills, with the ability to identify and resolve complex business issues and drive innovation in support of the company’s goals 

• Excellent communication and interpersonal skills, with the ability to effectively collaborate with cross-functional teams, stakeholders, and external partners 

• Knowledge of industry best practices and emerging solutions, with the ability to assess their potential impact and make informed recommendations 

• A self-starter with the ability to work independently and the ability to adapt to a fast-paced, dynamic environment and manage multiple priorities simultaneously 

• Strong decision-making skills, with the ability to analyze data, evaluate risks, and make sound judgments 

• Drives quickly toward action/decisions; doesn’t over-plan 

• Hands-on, roll-up-your-sleeves approach; comfortable working in and with a flat organization 

• Ideally has experience in the Commercial Real Estate / Commercial Lending industry 

Required Qualifications: 

• Bachelor’s degree in Business Administration, Finance, Economics, or a related field. 

• 3-5 years of experience in client success, account management, or a related role 

• Extensive knowledge of commercial lending and the associated ecosystem of service and software providers – existing experience in lending operations a plus 

• Proven track record of managing client relationships and driving client success 

• Excellent communication, negotiation, and presentation skills 

• Ability to think creatively and innovate in a fast-paced environment 

• Strong problem-solving and decision-making abilities 

• Proficiency in CRM software and other relevant tools 

• Strong organizational and time-management skills 

What We Offer

• 120K – 160K salary
• Comprehensive benefits package, including health, dental and vision insurance
• Opportunities for professional growth and development
• A supportive and collaborative work environment

GoDocs is an equal opportunity employer.  We celebrate diversity and are committed to creating an inclusive environment for all employees.