Customer Success Manager

The Opportunity

Settlor is a fast-growing software company focused on building innovative solutions for the title, escrow, and real estate industries. We are seeking a Customer Success Manager who loves building relationships and has an innate passion for helping others. In this role, you will manage a portfolio of enterprise-level accounts, actively connecting with users to support their adoption of our platform, overcome obstacles, and ensure they fall (and stay) in love with our software.

As a CSM, your impact is immediate. Working alongside a highly collaborative team, you won't just offer quick fixes; you will actively investigate user inquiries to understand the "why," show your curious nature by exploring and documenting root causes, and then hand off well-defined problems to our Product and Development teams. By turning user challenges and ideas into technical solutions, you will directly drive our product's evolution and our customers' success.

Ideally, you have spent a couple of years in an entry-level customer success associate or specialist role; so you understand the key elements of a successful customer success program, and you are looking to bring your CS ideas and background to a growing company looking to refine and expand its customer success program and experience. We want an aspiring CSM looking to move from a reactive posture focused on answering questions to a proactive role that asks questions, creates training programs and materials, and loves organizing and coordinating the needs of our customers. You have to be a self-starter that is comfortable experimenting with new concepts and can implement customer success processes and actions without constant direction.

This is a high-growth position; the opportunity to take on new responsibilities, to learn new skills, to move up into more strategic, creative positions is almost certain and likely to happen sooner rather than later. We built this role to be a foundation you can grow into almost anything from. Show us what you can do, and the sky is the limit.

This is a hybrid position based in Denver, Colorado. Typical office hours are 8:00 AM until 5:00 PM; Monday and Thursday at home, Tuesday and Friday in the office, with Wednesday as scheduled weekly/monthly.

Why Join Settlor?

• Impact: Your work directly influences our customers’ experience with our platform and our company and is foundational to our long-term growth and evolution.
• Culture: A collaborative, "no-ego" environment where we celebrate wins and learn from losses.
• Customer-Centric: We build for the long haul by prioritizing solutions to real-world challenges for our customers. Your work ensures we evolve in lockstep with our users’ needs, creating a product they truly love and trust.
• Self-funded and privately-held: Not looking for hyper-growth on an aggressive timeline. We want to build an organization thoughtfully and strategically, with solid processes and culture. We believe in building a company and a platform that will exist for decades not just a couple of years.

What You’ll Do

In this role, you will be the bridge between our customers and our product, ensuring long-term success and driving the continuous evolution of our platform. Your day-to-day responsibilities will include:

• Drive Customer Engagement: Serve as a trusted advisor to our enterprise accounts by implementing and maintaining consistent communication channels via phone, email, chat, or in-person to proactively identify and address customer needs and opportunities.
• Deliver Strategic Resolution: Act as the first line of defense to resolve user concerns and explore customer ideas. You will thoroughly investigate issues and questions and then organize and coordinate solutions by partnering with our Product and Development teams.
• Lead Training and Adoption: Work cross-functionally to actively assist with the onboarding, implementation, and ongoing training of new clients and users to ensure their initial and future success. You will quickly build a solid understanding of new features and releases and then engage and consult with our customers in utilizing new elements of our platform.
• Influence Product Evolution: Analyze user and customer feedback and suggestions to recommend actionable product revisions, ensuring our software evolves with our users' real-world needs.
• Manage Content & Administration: Assist in developing client success strategies, create helpful customer support content, and maintain detailed, accurate records of all user interactions and accounts.
• Be a Trusted Partner. Establish a proactive, value-added relationship with our customers by understanding their business, their processes and what they believe makes their company unique. By understanding their company and how they use our platform, our customers and their users will come to view you as a consultant that helps them grow and refine their business.

What You Bring

• SaaS Experience: 1 to 3 years of proven experience specifically in a Customer Success role for a SaaS company.

• The "Startup Mindset": You are comfortable with autonomy, thrive in a fast-paced environment, and are willing to wear multiple hats.
• Relationship Building: You build and maintain key user relationships and actively work to establish strong connections with new users.
• Technical Aptitude: You have proficient computer skills and the proven ability to learn new software quickly.
• Strategic Communication: You have excellent written and verbal communication and customer service skills.
• Collaborative Execution: You work effectively across functions, communicate openly, take feedback constructively, and contribute to a positive, accountable team culture, even under pressure.
• Detail Discipline: You have a sharp eye for details, catch issues before they become problems, and maintain high standards of accuracy without losing sight of broader goals.
• Passion for Organization: You have a love for using programs and resources to manage lists of priorities, agendas for meetings, taking notes, tracking and following up on deliverables and ensuring everyone is on the same page. You hate it when things fall through the cracks.
• Team-oriented: You work well with others, take feedback constructively, and contribute to a positive team environment.

Your Education & Experience

We believe there are specific educational backgrounds and professional experiences necessary or strongly preferred in order to be successful in this position.

Necessary:

• A Bachelor's degree.
• 3 to 5 years of professional experience, with a proven track record of working closely with users and customers.
• Proficient in clear, professional communication and writing skills
• Strong computer proficiency and excellent phone communication skills

Preferred

• Experience supporting SaaS applications and companies, or a background in application and technical support.
• Experience in the real estate, mortgage, and/or banking industries. Experience in real estate tech (PropTech) or mortgage and real estate brokerage is highly preferred.
• A solid understanding of common real estate, title, escrow, and closing terms and functions.

Bonus Points:

• Direct professional experience in the title insurance and escrow/closing industry is considered amazing. Having two to three years of specific professional experience in the title industry is a massive plus.

Why You’ll Love It Here

We believe you do your best work when you have the freedom to be flexible, backed by a team that’s always in your corner.

• Competitive Pay: $70,000 to $85,000 base salary
• Growth: Rapid career progression as we scale our customer base and our company.
• Health and Wellness: We offer full health benefits (medical, dental, and vision) and 401(k) retirement plans
• Work-Life Balance: Flexible time-off program that empowers work-life balance.

• Dress Code: Come as you are. Shorts, hoodies, and t-shirts are great—just no smelly sandals.

• Office Culture: Background music, afternoon board games, puzzle tables, and a fully stocked snack kitchen (plus occasional breakfast burritos for good behavior!).

• Prime Location: A quick scooter ride to RiNo, and steps away from local coffee, breweries, golf simulators, a dog park, Beat the Bomb, and Topo Designs HQ.

At this time, we are only considering applicants who are already eligible to work for any U.S. employer without company sponsorship.

We anticipate candidates with the necessary skills, background, and passion for this position to receive the base salary and benefits package as outlined above; we also appreciate that candidates with the preferred or ideal background and experience referenced above may demand more.

Settlor is an Equal Employment Opportunity employer, and all qualified applicants will receive consideration for employment without regard to age, citizenship status, color, creed, disability, ethnicity, genetic information, gender (including gender identity and gender expression), marital status, national origin, race, religion, sex, sexual orientation, veteran status or any other status or condition protected by applicable federal, state, or local laws.