Enterprise Customer Success Manager

Ivo Inc. • New York, NY

6d • $190,000 - $230,000

About The Position

Ivo is seeking a skilled Customer Success Manager with SaaS customer success or account management experience to help customers realize maximum value from its AI-powered contracting products. The role centers on onboarding and supporting customers, understanding their goals and business environment, and guiding them toward successful outcomes. The manager owns assigned customer accounts, builds trusted relationships, drives adoption and retention, and advocates internally for customer needs. The position also supports renewals and upsells through success and recovery planning.

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, including confidence leading conversations.
• Strong understanding of customer success strategies, retention planning, and value-based selling techniques.

Nice To Haves

• Experience in legal technology or working with legal professionals.
• Experience working in a startup environment.
• Relentless resourcefulness, a strong sense of urgency, and a bias toward action.
• Excitement about the adventure of building a company.

Responsibilities

• Lead customer onboarding and develop success plans tailored to customer goals and requirements.
• Serve as the primary contact for customer inquiries and resolve issues promptly and effectively.
• Own assigned accounts and manage the overall customer experience to support long-term retention and satisfaction.
• Provide product demonstrations and training, and guide customers on product best practices.
• Develop support resources, best practices, and customer documentation, and conduct regular business reviews.
• Create and implement recovery plans and customer success plans to demonstrate product value and support renewals and upsells.
• Understand customers’ problems and operating environments to deliver value.
• Build relationships across the customer portfolio, engage customers regularly, manage escalations, and conduct regular meetings.
• Drive user-level adoption of the platform throughout customer engagements.
• Represent the voice of the customer internally by advocating for customers’ significant challenges.

Benefits

• Competitive compensation, with final offer details based on experience, expertise, and overall fit.
• Meaningful equity ownership.
• Comprehensive medical, dental, and vision plans.
• Health Savings Account (HSA) and Flexible Spending Account (FSA) access.
• Life insurance coverage.
• 401(k) program.
• Commuter benefits.
• Unlimited paid time off.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed