Enterprise Customer Success Manager

Ivo • New York, NY

12d

About The Position

Ivo is seeking a skilled Customer Success Manager with SaaS customer success or account management experience to help customers achieve value from its AI contract products. The role centers on onboarding and supporting customers, guiding them toward their use cases and business objectives, and managing accounts to promote long-term retention and satisfaction. The Customer Success Manager owns the customer experience across an assigned portfolio, acts as a trusted advisor and primary contact, and represents customer needs internally. The position also supports renewals and upsells through success planning, recovery plans, regular business reviews, and efforts to increase platform adoption.

Requirements

• 3–6 years of experience in SaaS customer success or account management.
• Proven track record working with mid-market to enterprise customers.
• Exceptional communication and interpersonal skills, including confidence in driving conversations.
• Strong understanding of customer success strategies, retention planning, and value-based selling techniques.
• Relentless resourcefulness, a strong internal sense of urgency, and a bias toward taking action.

Nice To Haves

• Experience in legal technology or working with legal professionals.
• Experience working in a startup environment.

Responsibilities

• Lead customer onboarding and create 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 customer experience to support long-term retention and satisfaction.
• Provide product demonstrations and training, and guide customers on best practices.
• Develop support articles, best practices, and customer documentation; conduct regular business reviews.
• Create and implement customer success and recovery 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 regularly, manage escalations, and conduct customer meetings.
• Drive user-level adoption of the platform throughout customer engagements.
• Advocate internally for the most significant challenges customers face.

Benefits

• Competitive compensation, with final offer details based on experience, expertise, and overall fit.
• Meaningful equity ownership.
• Comprehensive medical, dental, and vision plans.
• HSA and FSA accounts and life insurance coverage.
• 401(k) program.
• Commuter benefits.
• Unlimited PTO.

What This Job Offers

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