Mid Market Customer Success Manager

The role

You will own a growing portfolio of mid-market accounts to ensure customers derive maximum value from the product. You will drive onboarding, adoption, and renewals using efficient, repeatable processes.

What you will do

• Lead efficient, templated onboarding for a high volume of accounts.
• Act as the primary point of contact for customer inquiries and resolve issues.
• Manage a large book of mid-market accounts to drive retention.
• Provide product demonstrations and lead training sessions.
• Build and maintain support content, playbooks, and best-practice documentation.
• Run streamlined business reviews that scale across many accounts.
• Identify renewal and upsell opportunities using data and usage patterns.
• Build relationships through proactive outreach, check-ins, and escalation management.
• Drive adoption through scalable engagement tactics.
• Feed patterns and trends from the portfolio back to internal teams to inform product and process improvements.

Required qualifications

• 3-7 years of experience in a SaaS customer success or account management role.
• Proven ability to manage a large book of business efficiently.
• Exceptional communication and interpersonal skills.
• Strong understanding of customer success strategies, retention planning, and scalable, process-driven account management.
• Comfort with prioritization and triage.

Nice to have

• experience in legal tech or with legal professionals
• Experience working in a startup environment

Benefits

• Equity
• Relocation assistance for successful applicants moving to SF
• Support for visa and green card applications where applicable
• 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.