Enterprise Customer Success Manager

Ivo builds AI products that help companies solve their most difficult contracting problems. We are seeking a skilled and dedicated Customer Success Manager with a background in SaaS in customer success or account management. This role is central to ensuring that our customers derive maximum value from our product. This position involves onboarding, supporting, and ultimately guiding customers to achieve their use cases and business objectives.

Responsibilities

Customer Onboarding & Success Planning: Lead customers through the onboarding process and establish success plans tailored to their goals and requirements; Customer Support & Issue Resolution: Act as the primary contact for customer inquiries, providing timely and effective resolutions to ensure optimal product usage; Account Ownership: Take over customer accounts and manage them to achieve long-term retention and satisfaction, acting as the quarterback for assigned accounts; Customer Education: Provide product demonstrations, lead training sessions, and guide customers through best practices; Product Advocacy & Business Reviews: Develop and present support articles, best practices, customer documentation, and conduct regular business reviews; Strategic Growth Support: Create and implement recovery plans and customer success plans to emphasize product value and secure renewals and upsells; Value Focused: Understand customers' problems and environment to address them and deliver customer value; Trusted Advisor: Build relationships across your portfolio of customers, engage regularly, manage escalations, and conduct regular meetings; Usage and Adoption: Drive user-level adoption of the platform throughout customer engagements; Voice of the Customer: Advocate internally for the most significant challenges customers face

Requirements

3-6 years of experience in a SaaS customer success or account management role; Proven track record of working with mid-market to enterprise customers; Exceptional communication and interpersonal skills: you're presentable, pleasant, and confident in driving conversations; Strong understanding of customer success strategies, retention planning, and value-based selling techniques

Nice to have

Experience in legal tech or with legal professionals; Experience working in a startup environment; Relentlessly resourceful; Strong internal sense of urgency; Bias towards doing things today rather than tomorrow

Benefits

Competitive Compensation; Equity in a company that's scaling fast; Comprehensive medical, dental, and vision plans; HSA and FSA accounts; Life insurance coverage; 401(k) Program; Commuter Benefits; Unlimited PTO