Head of Customer Success

Ivo • San Francisco, CA

1d • $250,000 - $300,000 • Onsite

About The Position

We are seeking an experienced and visionary Head of Customer Success to build and lead our customer success function. This role represents a critical investment in ensuring our customers achieve extraordinary outcomes with Ivo.

This is a leadership role for a builder. You will design and scale the systems, processes, and team that drive user adoption of Ivo, ensuring that users are as obsessed with Ivo as we are. You'll own the full customer success motion across our enterprise and mid-market segments, leading a team of world-class CSMs dedicated to making every user successful.

Requirements

• 7+ years of experience in customer success, account management, or related roles within B2B SaaS, with at least 3 years leading and scaling customer success teams.
• Experience building or significantly growing a CS function and can demonstrate a deep experience what it takes to go from good to great.
• You have a demonstrated track record of success with enterprise customers (companies with 10,000+ employees). You understand the complexity of navigating and delivering success to large organizations and you know how to drive adoption and value across sprawling customer environments.
• You're energized by the chance to shape something from the ground up.
• You can work with a blank slate and turn learnings into repeatable, scalable processes.
• Demonstrated data-driven approach to your work, using metrics to inform decisions and demonstrate impact.
• You're a skilled communicator who can build relationships at every level—from frontline users to C-suite executives, both with customers and internally.
• You would describe yourself asrelentlessly resourceful. You have a bias toward action, a strong internal sense of urgency, and the resilience to navigate complexity while maintaining momentum.

Nice To Haves

• The ideal candidate will have experience in Customer Success positions at large, SaaS B2B companies. Experience working with legal tech or working with legal professionals is a bonus.
• Familiarity with AI/ML products and the ability to articulate technical concepts to non-technical audiences is highly valuable.

Responsibilities

• Build and Lead the Team
• Design the Customer Success Machine
• Drive User Adoption
• Own Retention
• Be the Voice of the Customer
• Establish Operational Excellence

Benefits

• Competitive Compensation: We offer competitive salary and equity packages. The USD OTE range for this role is $250,000–$300,000 (excluding equity). Final offer amounts are determined by multiple factors, including experience and expertise.
• Relocation and Visa Support: We offer relocation assistance for successful applicants moving to SF, as well as support for visa and green card applications where applicable.
• Medical Benefits: Comprehensive medical, dental, and vision plans to suit the needs of you and your family.
• Unlimited PTO: So you can take the time you need to recharge, stay healthy, and bring your best self to work.
• Office Extras: Generous office space in Downtown San Francisco, with snacks, coffee, and regular team building events and activities.

What This Job Offers

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