Ivo Inc.

Enterprise Customer Success Manager

San Francisco

Sponsorship not specified$190k-$230kDetected 117 days ago

CanvaAccount ManagementOnboardingCustomer SuccessCustomer SupportWordPressCommunication

About the role

We are seeking a skilled and dedicated Customer Success Manager with a background in SaaS in customer success or account management.
This role is central to ensuring that our customers derive maximum value from our product.
This position involves onboarding, supporting, and ultimately guiding customers to achieve their use cases and business objectives.

Responsibilities

Customer Support & Issue Resolution: Act as the primary contact for customer inquiries, providing timely and effective resolutions to ensure optimal product usage.
Account Ownership: Take over customer accounts and manage them to achieve long-term retention and satisfaction
Product Advocacy & Business Reviews: Develop and present resources such as support articles, best practices, customer documentation, and conduct regular business reviews to ensure the continued success of our users.
Strategic Growth Support: Create and implement recovery plans and customer success plans to emphasize our product's value and secure renewals and upsells.
Usage and Adoption: Drive user-level adoption of the platform throughout customer engagements to help maximize usage.
Account Ownership: Take over customer accounts and manage them to achieve long-term retention and satisfaction; act as the "quarterback" for assigned accounts, overseeing all aspects of their experience.
Take over customer accounts and manage them to achieve long-term retention and satisfaction; act as the "quarterback" for assigned accounts, overseeing all aspects of their experience.
Develop and present resources such as support articles, best practices, customer documentation, and conduct regular business reviews to ensure the continued success of our users.
Create and implement recovery plans and customer success plans to emphasize our product's value and secure renewals and upsells.
Drive user-level adoption of the platform throughout customer engagements to help maximize usage.

Requirements

You have a strong internal sense of urgency.
You have a bias towards doing things *today*, rather than tomorrow.
Final offer details are determined based on experience, expertise, and overall fit.
Proven track record of working with mid-market to enterprise customers.
Exceptional communication and interpersonal skills: you're presentable, pleasant, and confident in driving conversations.
You have a strong internal sense of urgency. You have a bias towards doing things *today*, rather than tomorrow.
Are excited about the adventure of building a company!
Competitive Compensation: The USD OTE range for this role is $190,000 - $230,000 (+equity would be on top of this). Final offer details are determined based on experience, expertise, and overall fit.
Relocation and Visa Support: We also offer relocation assistance for successful applicants moving to SF and New York, 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.

Nice to have

3-6 years of experience in a SaaS customer success or account management role
experience in legal tech or with legal professionals is a strong plus.

Skills

Strong understanding of customer success strategies, retention planning, and value-based selling techniques.
Would describe yourself as being relentlessly resourceful. http://www.paulgraham.com/relres.html
Experience working in a startup environment is preferred but not required.
Competitive

Compensation

The USD OTE range for this role is $190,000 - $230,000 (+equity would be on top of this).

Benefits

We provide commuter benefits to help make getting to and from the office easier and more convenient.
Enjoy a vibrant office with catered lunch provided five days a week, premium snacks and coffee, a gym located in the building, and a dog-friendly environment!
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.

Company info

Lead customers through the onboarding process and establish success plans tailored to their goals and requirements.
Provide product demonstrations, lead training sessions, and guide customers through best practices, ensuring they become experts in our solution.
Serve as a trusted advisor by building relationships across your portfolio of customers, engaging with customers regularly, managing escalations and conducting regular meetings.
Serve as the voice of the customer internally by advocating for the most significant challenges our customers face.
Plan for your future with access to our company-sponsored 401(k) program.
Customer Onboarding & Success Planning: Lead customers through the onboarding process and establish success plans tailored to their goals and requirements.
Value Focused: Have an in-depth understanding of your customers' problems and environment in order to address them and deliver customer value
Trusted Advisor: Serve as a trusted advisor by building relationships across your portfolio of customers, engaging with customers regularly, managing escalations and conducting regular meetings.
Voice of the Customer: Serve as the voice of the customer internally by advocating for the most significant challenges our customers face.
Have an in-depth understanding of your customers' problems and environment in order to address them and deliver customer value

Visa & Work Authorization

Relocation and Visa Support: We also offer relocation assistance for successful applicants moving to SF and New York, as well as support for visa and green card applications where applicable.

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This listing is sourced directly from Ivo Inc.'s careers page and normalized into a canonical job model.