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Ivo is an AI-powered contract management platform serving enterprise customers including Meta, Uber, IBM, Intel, DoorDash, Mitsubishi Electric, and Coinbase. The company recently completed a Series B funding round after 6x growth in 12 months.
As Enterprise Customer Success Manager, you will be the primary point of contact and "quarterback" for a portfolio of mid-market to enterprise customer accounts. Your core responsibilities include:
**Customer Onboarding & Success Planning**: Lead customers through structured onboarding, establish tailored success plans aligned to their business objectives, and ensure smooth product adoption.
**Account Ownership & Retention**: Own assigned accounts end-to-end, driving long-term retention and satisfaction. Manage all aspects of the customer experience and serve as the trusted advisor across the account.
**Customer Support & Issue Resolution**: Provide timely, effective resolutions to customer inquiries and escalations. Act as the escalation point for complex issues.
**Customer Education & Enablement**: Deliver product demonstrations, lead training sessions, and guide customers through best practices. Create and maintain support documentation and best-practice resources.
**Business Reviews & Value Realization**: Conduct regular business reviews, present ROI analysis, and develop recovery/success plans to emphasize product value and drive renewals and upsells.
**Adoption & Advocacy**: Drive user-level adoption across customer organizations. Serve as the internal voice of the customer, advocating for their most significant challenges and feeding insights back to product and leadership.
You will work in a fast-moving startup environment with high standards, moving quickly and caring deeply about craft. The role demands resourcefulness, urgency, and a bias toward action.
**Requirements**
- 3–6 years of experience in a SaaS customer success or account management role
- Proven track record working with mid-market to enterprise customers
- Exceptional communication and interpersonal skills; presentable, pleasant, and confident in driving conversations
- Strong understanding of customer success strategies, retention planning, and value-based selling techniques
- Relentlessly resourceful with strong internal sense of urgency and bias toward action
- Experience in legal tech or with legal professionals is a strong plus
- Experience in a startup environment is preferred but not required
