Build the solution that transforms the real estate industry! 

Want to infuse a $25B sector of the insurance and real estate industry with predictive analytics and a tech-forward customer experience? Yearning for a startup culture within a profitable nationwide company? Join Doma and send an entirely new type of real estate model into the wild. 

About Us 

Doma and its family of brands - States Title, North American Title Company (NATC) and North American Title Insurance Company (NATIC) - offer solutions for lenders, real estate professionals, title agents, and homeowners that make closings vastly more simple and efficient, reducing cost and increasing customer satisfaction. 

Our Values 

  • Customer Obsessed – We always put our customers first. 
  • Solution Driven – We solve problems that other people are afraid to. 
  • People leaders – We grow all of our people into leaders. 
  • One Team – We believe inclusion and teamwork produce the best results. 
  • Direct with Respect – We communicate with honesty and respect to our colleagues, customers, and partners. 
 

We’re looking for a Director, Customer Success to drive a high performing, productive and collaborative culture within the customer success management team. You’ll be responsible for building out and managing a team of engaged and talented CSMs, focused on supporting, retaining, and expanding our customer accounts on a daily basis. You’ll manage segment-specific customer account strategy; train, manage and inspire a growing team of CS professionals; and identify and create process efficiencies as we experience rapid growth. The ultimate success of this role will be based on your ability to reach retention, expansion, and advocacy metrics.

Key Responsibilities

  • Develop and implement processes that positively influence key client business metrics, uncovering at-risk client situations and acting quickly to avoid attrition.
  • Own the entire post Implementation customer lifecycle for the relevant segment - implement best practices, fine tune the customer journey, identify opportunities for listening points and interventions
  • Define and manage all operational metrics for the team from high level OKRs to individual goals
  • Develop and deploy scalable customer success strategies and playbooks aimed at influencing customer value and success measures for our customer base.
  • Provide strategic and tactical leadership across the team, prioritizing skill development and professional growth to the existing team while attracting high potential talent as we grow.
  • Represent the customer success team cross-functionally with Marketing, Operations and Technology and advocate on behalf of customers by translating customer behaviors and feedback into actionable insights, roadmap and engagement ideas.
  • Take a goal-oriented and data-driven approach to understanding and driving customer sentiment, health and expansion.
  • Continue to refine customer health criteria to ensure its reflective of customer sentiment and develop outcome-based action plans and escalation paths to swiftly resolve and improve the customer’s experience.

 

Qualifications

  • 5+ years experience in leading customer-facing teams
  • 8+ years experience in Customer Success/Service/Account Management roles
  • Comfortable navigating ambiguity of a maturing organization
  • Analytical and process-oriented mindset
  • A self-starter mentality able to adapt quickly to change with a proven track record of executing on team initiatives and priorities.
  • Organized, detail-oriented individual capable of meeting short-deadline goals
  • Demonstrated desire for continuous learning and improvement
  • Enthusiastic and creative leader with the ability to inspire others

We want the work you do here to be the best work of your life

We believe the most valuable investment we can make - and the greatest boost we can give to your career - is to build an outstanding team of colleagues who are passionate about our mission.

We currently offer the following benefits and will continually evolve them with the goal of efficiently attracting, retaining, and leveraging the very highest quality talent.

  • Our passionate, capable team will always be our #1 benefit
    • We are proud of the team we have built so far, and we are excited about the team we have yet to add
    • Learn something new every day
    • Get more done than you would anywhere else
  • Competitive salaries
  • Top-of-the-line computer equipment
  • Multiple Medical, Dental, and Vision Benefits options to allow you to customize to your and your Family’s needs
  • 401(k) Retirement Savings Plan
  • Paid Time Off
  • Health & Dependent Care Flexible Spending Accounts (FSA)
  • Short Term & Long Term Disability
  • Commuter Flexible Spending Account (i.e. Transit or Parking)
  • Supplemental Life and AD&D Insurance
  • Auto & Home Insurance Group Life Insurance
  • Pet Insurance

We believe in Equal Opportunity

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

Apply for this Job

* Required

  
  


U.S. Equal Opportunity Employment Information (Completion is voluntary)

Individuals seeking employment at Doma are considered without regards to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, gender identity, or sexual orientation. You are being given the opportunity to provide the following information in order to help us comply with federal and state Equal Employment Opportunity/Affirmative Action record keeping, reporting, and other legal requirements.

Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiring process or thereafter. Any information that you do provide will be recorded and maintained in a confidential file.

Race & Ethnicity Definitions

If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection. As a government contractor subject to Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measure the effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categories is as follows:

A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.

A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.

An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.

An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.


Form CC-305

OMB Control Number 1250-0005

Expires 05/31/2023

Voluntary Self-Identification of Disability

Why are you being asked to complete this form?

We are a federal contractor or subcontractor required by law to provide equal employment opportunity to qualified people with disabilities. We are also required to measure our progress toward having at least 7% of our workforce be individuals with disabilities. To do this, we must ask applicants and employees if they have a disability or have ever had a disability. Because a person may become disabled at any time, we ask all of our employees to update their information at least every five years.

Identifying yourself as an individual with a disability is voluntary, and we hope that you will choose to do so. Your answer will be maintained confidentially and not be seen by selecting officials or anyone else involved in making personnel decisions. Completing the form will not negatively impact you in any way, regardless of whether you have self-identified in the past. For more information about this form or the equal employment obligations of federal contractors under Section 503 of the Rehabilitation Act, visit the U.S. Department of Labor’s Office of Federal Contract Compliance Programs (OFCCP) website at www.dol.gov/ofccp.

How do you know if you have a disability?

You are considered to have a disability if you have a physical or mental impairment or medical condition that substantially limits a major life activity, or if you have a history or record of such an impairment or medical condition.

Disabilities include, but are not limited to:

  • Autism
  • Autoimmune disorder, for example, lupus, fibromyalgia, rheumatoid arthritis, or HIV/AIDS
  • Blind or low vision
  • Cancer
  • Cardiovascular or heart disease
  • Celiac disease
  • Cerebral palsy
  • Deaf or hard of hearing
  • Depression or anxiety
  • Diabetes
  • Epilepsy
  • Gastrointestinal disorders, for example, Crohn's Disease, or irritable bowel syndrome
  • Intellectual disability
  • Missing limbs or partially missing limbs
  • Nervous system condition for example, migraine headaches, Parkinson’s disease, or Multiple sclerosis (MS)
  • Psychiatric condition, for example, bipolar disorder, schizophrenia, PTSD, or major depression

1Section 503 of the Rehabilitation Act of 1973, as amended. For more information about this form or the equal employment obligations of Federal contractors, visit the U.S. Department of Labor's Office of Federal Contract Compliance Programs (OFCCP) website at www.dol.gov/ofccp.

PUBLIC BURDEN STATEMENT: According to the Paperwork Reduction Act of 1995 no persons are required to respond to a collection of information unless such collection displays a valid OMB control number. This survey should take about 5 minutes to complete.