Manager, Customer Success (Mid-Market and Enterprise)

Company Overview

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

As the Manager of Customer Success at Closinglock, you’ll lead our Mid-Market and Enterprise Customer Success teams and own the customer experience across the post-sale lifecycle. You’ll be responsible for building a high-performing team, driving predictable outcomes, and scaling how we serve our most strategic customers.

This is a hands-on leadership role. You’ll coach CSMs day-to-day, guide complex Enterprise accounts through critical moments, and design the processes and expectations that allow the team to grow in both impact and maturity.

What You’ll Do

• Lead, coach, and develop a team of Mid-Market and Enterprise CSMs, setting clear expectations and holding the team accountable to customer and business outcomes
• Own team performance across customer retention, growth, and long-term value, ensuring predictability through strong execution and forecasting
• Develop CSMs from tactical account management into strategic advisors capable of supporting Enterprise customers and executive stakeholders
• Partner closely with Sales and Account Executives on account strategy, renewals, and growth planning for complex, multi-stakeholder customers
• Personally support high-impact Enterprise accounts during key moments such as escalations, renewals, and expansion conversations
• Establish scalable workflows, playbooks, and engagement models that support consistent customer experiences as the business grows
• Use data and customer insights to monitor health, identify risk, and guide prioritization across the portfolio
• Collaborate cross-functionally with Product, Support, and Implementation to surface customer feedback, improve delivery, and influence roadmap decisions
• Hire, onboard, and ramp new Customer Success Managers as the team scales

What We’re Looking For

• 5+ years of experience leading Customer Success teams in a high-growth SaaS environment
• Direct experience managing Mid-Market and Enterprise customers, including complex renewals, executive relationships, and strategic accounts
• Proven ability to coach and develop CSMs, including progressing talent from Mid-Market to Enterprise-level account ownership
• Strong performance management skills, with a track record of setting goals, driving accountability, and addressing underperformance
• Comfort owning outcomes tied to customer retention, growth, and long-term value
• Operational mindset with experienc