SMB Customer Success Manager

Ivo•San Francisco, CA

2d•Onsite

About The Position

Ivo is seeking an energetic, customer-obsessed SMB Customer Success Manager to join their team. This role is responsible for growing and retaining the SMB customer base through high-volume, high-impact work. The successful candidate will manage a large book of business, utilizing creativity, data, and process to drive adoption and retention at scale. Ivo is a contract intelligence platform used by companies like Uber, Meta, Canva, IBM, and Shopify, and has recently raised its Series B, experiencing significant growth.

Requirements

1+ year of experience in a customer-facing role (SMB customer success, account management, sales development, or similar).
Comfortable managing a large book of accounts and at ease with high-volume, tech-touch engagement models.
Strong written and verbal communication skills with a knack for explaining complex concepts in simple terms.
Data-driven mindset: ability to use metrics to prioritize time and spot risk early.
Self-starter who can thrive in ambiguity and build processes where none exist yet.

Nice To Haves

Experience in legal tech or with legal professionals.
Familiarity with CRM and CS tools (e.g. Salesforce, Gainsight, HubSpot).
Experience working in a startup environment.

Responsibilities

Manage a high-volume book of SMB accounts, running efficient, scalable touchpoints to drive adoption and retention.
Guide new SMB customers through a streamlined onboarding experience to help them achieve value quickly.
Monitor customer health signals (usage, engagement, support tickets) and proactively intervene to prevent churn.
Build and maintain scalable resources such as email sequences, help articles, webinars, and playbooks to serve customers at scale.
Develop a deep understanding of each customer’s use case and assist them in unlocking more value from the Ivo platform.
Capture and relay customer feedback, feature requests, and common pain points to the Product and Engineering teams.
Manage support inquiries efficiently, triaging issues and collaborating with the technical team on resolutions.