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Enterprise Customer Success Manager

Ivo AI, Inc.· Customer Success
Apply on company site
San Francisco$190k - $230kFull-timePosted 3mo ago

About the role

Customer Success Manager role focused on onboarding, supporting, and guiding SaaS customers to achieve their use cases and business objectives, with account ownership and value-driven retention.

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 emphasize 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: Build relationships across your portfolio of customers, engage with customers regularly, manage escalations and conduct regular meetings.
  • Usage and Adoption: Drive user-level adoption of the platform throughout customer engagements to help maximize usage.
  • Voice of the Customer: Advocate for the most significant challenges our customers face internally.

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: presentable, pleasant, and confident in driving conversations.
  • Strong understanding of customer success strategies, retention planning, and value-based selling techniques.

Skills

Required:SaaS Customer SuccessAccount ManagementCommunication & Interpersonal Skills

Benefits

  • Equity: Meaningful ownership in a company that's scaling fast.
  • Relocation and Visa Support: relocation assistance for SF and visa/green card support where applicable.
  • Health & Wellness: Comprehensive medical, dental, and vision plans.
  • Flexible Spending & Insurance: Access to HSA and FSA accounts, plus life insurance.
  • 401(k) Program: Save for the future with our 401(k) program.
  • Commuter Benefits: Assistance with commuting.
  • Unlimited PTO: Flexible time off.
Last updated Sep 14, 2026. Interested? Apply on the company site.

About Ivo AI, Inc.

Contract Intelligence for the Enterprise

Ivo AI, Inc. is an AI-native platform providing contract review, redlining, and insights for enterprise in-house legal teams.

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