Customer Success Manager

Pro Notary () is a growing SaaS company delivering secure, compliant, and modern digital transaction technology to enterprise clients. Our platform supports a wide range of industries where trust, identity verification, and document execution are mission critical.

As we expand our national presence, we’re looking for an experienced and dynamic Customer Success Manager to support enterprise customers and Independent & Small Business (ISB) clients through exceptional onboarding, training, and ongoing engagement.

This position directly supports the Enterprise Sales Channel and will own most of the Independent & Small Business (ISB) Channel, ensuring consistent service quality and customer experience across both segments.

The Customer Success Manager serves as a key customer-facing leader, focused on customer enablement and adoption. This role handles complex support cases delegated from the technical support team that are training- or process-related, rather than purely technical issues.

The ideal candidate combines product expertise, customer empathy, and a process-oriented mindset, helping clients understand how to best use our services within their specific business frameworks.

• Conduct onboarding sessions for new Enterprise and ISB customers, guiding them through setup, account activation, and first-use cases.
• Create and maintain training materials, user guides, and video resources to enhance customer self-sufficiency.
• Provide hands-on platform demonstrations tailored to different user roles and business needs.

• Serve as the primary contact for escalated support cases that require training, education, or process clarification.
• Respond to customer inquiries via email, chat, or scheduled calls, ensuring a positive and solution-oriented experience.
• Maintain accurate records in the CRM system, documenting customer interactions, follow-ups, and case resolutions.
• Identify recurring customer pain points and work with internal teams to improve resources and documentation.

• Drive ongoing customer engagement across the Enterprise and ISB channels, including usage reviews, training refreshers, and renewal touchpoints.
• Proactively monitor account activity to identify opportunities for training, re-engagement, or feature expansion.
• Partner with Sales and Account Management to ensure a seamless customer lifecycle experience.

• Develop and maintain a deep understanding of our platform's capabilities and the common workflows our clients use.
• Guide customers on best practices for using our technology effectively and securely.
• Stay current with product updates and industry trends to serve as a trusted advisor to clients.

• Collaborate with Product and Engineering teams to communicate customer feedback and feature requests.
• Work closely with Sales and Implementation teams on enterprise and ISB onboarding workflows.
• Contribute to the development of scalable customer success processes and resources.

• Maintain a strong understanding of digital notarization (RON/RIN) and signature technologies (eSign).
• Ensure customers are adhering to applicable state and platform compliance standards, including identity verification, record retention, and audit requirements.

• Base salary DOE (full time or contract) + commission

• Bachelor's degree or equivalent work experience.
• At least 1-2 years in a Customer Success, Client Services, or SaaS Support role.
• Proficiency with modern business tools (e.g., Slack, CRM tools, Office
  365).
• Excellent communication, interpersonal and organizational skills.
• Impeccable customer-service skills, especially in high-stress situations.
• Ability to manage multiple priorities in a dynamic environment.
• Strong business acumen and sense of ethics.
• Excellent problem-solving and time-management skills.
• Ability to work independently while contributing to team efforts.

• 3+ years in a Customer Success, Client Services, or SaaS Support role.
• Experience in a B2B SaaS environment; familiarity with remote online notarization (RON), eSigning, legal tech, financial services, or compliance-oriented platforms is a plus.
• Based in Texas (US Citizen) and willing to travel occasionally for in-person meetings.

Mid-Senior level

Full-time