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Ivo is an AI-powered contract intelligence platform serving enterprise customers like Meta, Uber, IBM, Intel, DoorDash, Mitsubishi Electric, and Coinbase. The company recently completed a Series B funding round after 6x growth in 12 months.
In this role, you will own and manage a growing portfolio of mid-market accounts, balancing higher volume than the enterprise team through efficient, repeatable processes. You'll be responsible for the full customer lifecycle: scaled onboarding with templated success plans, ongoing customer support and issue resolution, portfolio management based on risk and usage signals, and driving retention and growth across your book of business.
Key responsibilities include:
- Leading efficient, templated onboarding for high-volume accounts while tailoring success plans to core customer goals
- Serving as the primary point of contact for customer inquiries, triaging and resolving issues quickly
- Managing a large portfolio of mid-market accounts with prioritization based on risk, opportunity, and usage data
- Providing product demonstrations, training sessions, and best-practice guidance at scale
- Building support content, playbooks, and documentation; running streamlined business reviews
- Identifying renewal and upsell opportunities using data and usage patterns
- Developing quick understanding of each customer's use case to address common problems efficiently
- Building relationships across a wide portfolio through regular, efficient touchpoints
- Driving adoption through scalable engagement tactics (in-app guidance, email campaigns, office hours)
- Gathering voice-of-customer feedback and identifying patterns to inform product and process improvements
You'll work in a fast-moving startup environment with high standards, moving quickly while maintaining deep care for craft. The role requires balancing efficiency with genuine customer relationships, and spotting patterns across your portfolio to drive both retention and product improvements.
Requirements:
- 3-7 years of experience in a SaaS customer success or account management role, ideally managing a high-volume portfolio of mid-market accounts
- Experience in legal tech or with legal professionals is a strong plus
- Proven ability to manage a large book of business efficiently without sacrificing customer satisfaction
- Exceptional communication and interpersonal skills; presentable, pleasant, and confident in driving conversations (phone and group settings)
- Strong understanding of customer success strategies, retention planning, and scalable, process-driven account management
- Comfort with prioritization and triage across many accounts
- Relentless resourcefulness and strong internal sense of urgency
- Bias toward action (doing things today rather than tomorrow)
- Experience in a startup environment preferred but not required
- Excitement about building a company
