Job Details

Position Overview

We are seeking a skilled and dedicated Enterprise Customer Success Manager with a background in SaaS in enterprise customer success or account management. This role is central to ensuring that our customers derive maximum value from our product and ultimately love using Ivo in their jobs. This position involves onboarding, supporting, and ultimately making our customers our biggest fans. As part of this role, you will be front and center for our enterprise customers, responsible for supporting some of the largest and most recognizable brand names in the world, with hundreds of Ivo users across multiple regions and business units.

You'll be responsible for

• Customer Onboarding & Success Planning: Lead customer users through the onboarding and training process and establish success plans tailored to their goals and requirements.
• Customer Support & Issue Resolution: Act as the primary contact for enterprise customer inquiries, providing timely and effective resolutions to ensure optimal product usage and adoption.
• Account Ownership: Take over customer accounts and manage them to achieve long-term retention and satisfaction; act as the “quarterback” for assigned accounts and a trusted advisor for our key stakeholders, overseeing all aspects of their experience with Ivo.
• Customer Education: Provide product demonstrations, lead training sessions, and guide customers through best practices in legal AI, 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 strategic business reviews with key leaders and stakeholders to ensure the continued success of our users.
• Strategic Growth Support: Create and implement enterprise customer success plans for your accounts to emphasize our product's value and secure renewals and upsells.
• Value Focused: Demonstrate deep strategic 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 users at all levels within your customers regularly, managing escalations and conducting regular strategic reviews and feedback sessions.
• 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.

Ivo might be a good fit for you if you

• Have 3-5 years of experience in a SaaS enterprise customer success or account management role; experience in legal tech or with legal professionals is a strong plus.
• Can demonstrate a proven track record of working with enterprise customers (businesses with >10,000 employees)
• Have exceptional communication and interpersonal skills: you're presentable, confident, and value-driven in your professional relationships.
• Have a strong understanding of customer success strategies, retention planning, and value-based selling techniques.
• Would describe yourself as being relentlessly resourceful.
• Have a strong internal sense of urgency. You have a bias towards doing things today, rather than tomorrow.
• Operate in a resourceful and proactive way in your work.
• Are excited about the chance to work five days in office - our team is primarily based in an office in downtown San Francisco and this role requires the successful candidate to work with us in-person 5 days a week in that office.

Compensation and benefits

• Competitive Compensation: We offer competitive salary and equity packages. 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, and may vary from the amounts listed above.
• 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 and regular team building events and activities.

FAQ

• What stage of growth is Ivo at? We launched mid-2023. Since then, we've had an incredible response from the market and are growing rapidly. Our clients include companies like Canva, Quora, Pinterest, Zapier, Eventbrite, WordPress and many Fortune 500s. We successfully raised our Series A, led by Costanoa Ventures, with participation from Fika Ventures, Uncork Capital, NFDG, Blackbird VC, GD1, and Phase One Ventures. It brings Ivo's total funding to $22.2 million, following early backing from Daniel Gross and a $4.8 million seed round led by Fika Ventures and Uncork Capital. We're happy to share more details with candidates who go through our interview process.
• Can I work remotely? We require candidates to work with us in-person 5 days a week in our San Francisco office.