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Ivo builds AI-powered contract management and collaboration software serving enterprise customers including Meta, Uber, IBM, Intel, DoorDash, Mitsubishi Electric, and Coinbase. The company recently completed a Series B funding round after achieving 6x growth in 12 months.
You will own a growing portfolio of mid-market accounts, balancing a higher volume of customers than the enterprise team while relying on efficient, repeatable processes. This is a scaled customer success role focused on driving onboarding, adoption, and renewals across a broad book of business.
Key responsibilities include:
- Leading efficient, templated onboarding for high-volume accounts with tailored success plans focused on core customer goals
- Serving as the primary point of contact for customer inquiries, triaging and resolving issues to maintain account health
- Managing a large portfolio of mid-market accounts, prioritizing time based on risk, opportunity, and usage signals
- Providing product demonstrations, training sessions, and best-practice guidance to ensure customer expertise
- Building support content, playbooks, and documentation; running streamlined business reviews across many accounts
- Identifying renewal and upsell opportunities early using data and usage patterns, executing standardized playbooks
- Developing quick understanding of each customer's use case to address common problems efficiently
- Building relationships across a wide portfolio through regular, efficient touchpoints and proactive outreach
- Driving adoption through scalable engagement tactics (in-app guidance, email campaigns, office hours) rather than bespoke engagement
- Identifying patterns and trends across the portfolio to inform internal product and process improvements
The role requires comfort with prioritization and triage, knowing where to spend limited time across many accounts. You'll work in a fast-moving startup environment with high standards, moving quickly while caring deeply about craft.
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 including 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
- Relentlessly resourceful mindset with strong internal sense of urgency and bias toward action
- Startup environment experience preferred but not required
