Enterprise Customer Success Manager

The role

The Customer Success Manager will onboard, support, and guide customers to achieve their business objectives. You will manage assigned accounts to ensure long-term retention and drive platform adoption.

What you will do

• Lead customers through the onboarding process and establish success plans.
• Act as the primary contact for customer inquiries and issue resolution.
• Manage customer accounts to achieve long-term retention and satisfaction.
• Provide product demonstrations and lead training sessions.
• Develop and present support articles, best practices, and customer documentation.
• Conduct regular business reviews.
• Create and implement recovery plans and customer success plans to secure renewals and upsells.
• Build relationships across a portfolio of customers and manage escalations.
• Drive user-level adoption of the platform.
• Advocate for customer challenges internally.

Required qualifications

• 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
• 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

Benefits

• Competitive Compensation
• Equity
• Comprehensive medical, dental, and vision plans
• Access to HSA and FSA accounts
• Life insurance coverage
• 401(k) Program
• Commuter Benefits
• Unlimited PTO

About the company

Ivo builds AI products that helps companies solve their most difficult contracting problems. The company recently raised its Series B after growing 6x in 12 months.