Enterprise Customer Success Manager

Key Responsibilities:

• Customer Onboarding & Success Planning: Lead customers through the onboarding process and establish success plans tailored to their goals and requirements.
• 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; act as the “quarterback” for assigned accounts, overseeing all aspects of their experience.
• Customer Education: Provide product demonstrations, lead training sessions, and guide customers through best practices, ensuring they become experts in our solution.
• 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 emphasise our product’s value and secure renewals and upsells.
• 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.
• Usage and Adoption: Drive user-level adoption of the platform throughout customer engagements to help maximise usage.
• Voice of the Customer: Serve as the voice of the customer internally by advocating for the most significant challenges our customers face.

Qualifications:

• 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.
• 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.
• Strong understanding of customer success strategies, retention planning, and value-based selling techniques.

Ivo might be a good fit for you if you:

• Would describe yourself as being relentlessly resourceful. 
• You have a strong internal sense of urgency. You have a bias towards doing things *today*, rather than tomorrow. 
• Experience working in a startup environment is preferred but not required.
• Are excited about the adventure of building a company!

Compensation and benefits

• Competitive Compensation: The USD OTE range for this role is $150,000 - $170,000 (excluding equity). Final offer amounts are determined by multiple factors, including experience and expertise.
• Relocation and Visa Support: We also 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, a dedicated exercise / work-out space and regular team building events and activities.