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Ivo builds AI-powered contract management products serving enterprise customers like Meta, Uber, IBM, Intel, DoorDash, Mitsubishi Electric, and Coinbase. As Enterprise Customer Success Manager, you will be the primary point of contact and strategic partner for a portfolio of mid-market to enterprise accounts, driving adoption, retention, and expansion.
Key responsibilities include:
- Lead customer onboarding and develop tailored success plans aligned with each customer's business objectives and use cases.
- Serve as the "quarterback" for assigned accounts, managing all aspects of the customer experience and acting as the primary escalation contact.
- Conduct product training sessions, create educational resources, and guide customers through best practices to maximize platform adoption and expertise.
- Drive user-level adoption across customer organizations through regular engagement and hands-on support.
- Develop and execute customer success and recovery plans to emphasize product value, secure renewals, and identify upsell opportunities.
- Conduct regular business reviews and strategic meetings to ensure continued success and alignment with customer goals.
- Build trusted advisor relationships across your customer portfolio, understanding their business challenges and environment deeply.
- Serve as the internal voice of the customer, advocating for significant customer challenges and feeding insights back to the product and leadership teams.
- Provide timely and effective resolutions to customer inquiries and technical issues.
Ivo recently completed a Series B funding round after achieving 6x growth in 12 months. The company operates in a fast-moving startup environment with high standards for execution and craftsmanship. This role offers meaningful equity ownership and the opportunity to shape how enterprise customers solve their most difficult contracting problems using AI.
REQUIREMENTS:
- 3–6 years of experience in a SaaS customer success or account management role
- Proven track record managing mid-market to enterprise customer accounts
- Exceptional communication and interpersonal skills; ability to present confidently and drive conversations
- Strong understanding of customer success strategies, retention planning, and value-based selling techniques
- Experience in legal tech or working with legal professionals is a strong plus
- Preferred: startup environment experience, relentless resourcefulness, strong internal sense of urgency, bias toward action
