Customer Success Manager

Why Ivo?

Contract negotiation is the most time-consuming, costly, and difficult component of the contract lifecycle—and it hasn’t gotten much easier since the days of fax machines.

Large language models have unlocked the ability to solve many contract negotiation problems at scale. Our product is best-in-market and rapidly embedding itself into the lives of its users — we have the highest trial win rate on the market, and we’re building entirely new categories to solve problems that were only recently solvable with technology.

Position Overview:

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.

• 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; act as the “quarterback” for assigned accounts, overseeing all aspects of their experience.
• Customer Education: Provide product demonstrations, lead training sessions, and guide customers through best practices, ensuring they become experts in our solution.
• Product Advocacy & Business Reviews: Develop and present resources such as support articles, best practices, customer documentation, and conduct regular business reviews to ensure the continued success of our users.
• Strategic Growth Support: Create and implement recovery plans and customer success plans to emphasise our product’s value and secure renewals and upsells.
• Value Focused: Have an in-depth understanding of your customers’ problems and environment in order to address them and deliver customer value
• Trusted Advisor: Serve as a trusted advisor by building relationships across your portfolio of customers, engaging with customers regularly, managing escalations and conducting regular meetings.
• Usage and Adoption: Drive user-level adoption of the platform throughout customer engagements to help maximise usage.
• Voice of the Customer: Serve as the voice of the customer internally by advocating for the most significant challenges our customers face.

• 3-6 years of experience in a SaaS customer success or account management role; experience in legal tech or with legal professionals is a strong plus.
• 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.

• Would describe yourself as being relentlessly resourceful. 
• You have a strong internal sense of urgency. You have a bias towards doing things *today*, rather than tomorrow. 
• Experience working in a startup environment is preferred but not required.
• Are excited about the adventure of building a company!

FAQ:

How far along are we?

We launched mid-2023. Since then, we’ve had an incredible response from the market and are growing rapidly. Our clients include companies like Canva, Quora, Zapier, Eventbrite, WordPress and many Fortune 500s. We’re happy to share more details with candidates who go through our interview process.

Can I work remotely?

We require candidates to work with us in-person 5 days a week in our San Francisco office.