Head of Customer Success

Ivo•San Francisco, CA

6d•Onsite

About The Position

Ivo is seeking an experienced and visionary Head of Customer Success to build and lead their customer success function. This role is a critical investment in ensuring customers achieve extraordinary outcomes with Ivo. This is a leadership role for a builder who will design and scale the systems, processes, and team that drive user adoption of Ivo, ensuring users are as obsessed with Ivo as the company is. The role will own the full customer success motion across enterprise and mid-market segments, leading a team of CSMs dedicated to making every user successful.

Requirements

7+ years of experience in customer success, account management, or related roles within B2B SaaS.
At least 3 years leading and scaling customer success teams.
Experience building or significantly growing a CS function.
Demonstrated track record of success with enterprise customers (companies with 10,000+ employees).
Understanding of navigating and delivering success to large organizations and driving adoption/value across sprawling customer environments.
Ability to work with a blank slate and turn learnings into repeatable, scalable processes.
Demonstrated data-driven approach, using metrics to inform decisions and demonstrate impact.
Skilled communicator capable of building relationships at all levels, both with customers and internally.
Relentlessly resourceful with a bias toward action, a strong internal sense of urgency, and resilience to navigate complexity.

Nice To Haves

Experience in Customer Success positions at large, SaaS B2B companies.
Experience in legal tech or working with legal professionals.
Familiarity with AI/ML products and ability to articulate technical concepts to non-technical audiences.
Experience working in a startup environment is preferred but not required.

Responsibilities

Build and lead a high-performing team of Customer Success Managers, establishing culture, standards, and expectations for world-class customer success.
Design and build processes, playbooks, and systems for consistent, scalable customer outcomes, including onboarding frameworks, health scoring, business reviews, and escalation protocols.
Drive user adoption through strategies, playbooks, and metrics that foster deep, sustained product usage, turning occasional users into power users.
Own customer retention and ensure customers renew by partnering with the account management team.
Serve as the primary advocate for customer needs, working closely with Product, Marketing, and Engineering to translate feedback into product improvements and strategies.
Build analytics and reporting infrastructure to measure customer health, predict risk, and demonstrate the impact of customer success investments.