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Head of Customer Success

Ivo AI, Inc.· Customer Success
Apply on company site
San Francisco$250k - $300kFull-timePosted 3mo ago

About the role

Leadership role to design, scale, and lead the customer success function across enterprise and mid-market segments, owning adoption, retention, and cross-functional partnership to maximize customer value with Ivo.

Responsibilities

  • Build and Lead the Team: recruit, develop, and lead a high-performing team of Customer Success Managers; establish culture, standards, and expectations.
  • Design the Customer Success Machine: create processes, playbooks, systems for onboarding, health scoring, business reviews, escalation protocols across enterprise and mid-market.
  • Drive User Adoption: own strategies, playbooks, and metrics to drive deep product usage and time-to-value; design programs to convert occasional users into power users.
  • Own Retention: accountable for logo retention and renewals; partner with account management to support renewals.
  • Be the Voice of the Customer: advocate for customer needs; work with Product, Marketing, and Engineering to translate feedback into product improvements and go-to-market changes.
  • Establish Operational Excellence: build analytics and reporting to measure health, predict risk, and demonstrate impact of CS investments; improve outcomes continually.

Qualifications

  • 7+ years in customer success, account management, or related roles within B2B SaaS; at least 3 years leading and scaling CS teams.
  • Experience building or growing a CS function; track record with enterprise customers (10,000+ employees).
  • Ability to shape and scale processes from ground up; data-driven with metrics to inform decisions.
  • Strong communication skills; ability to build relationships from frontline users to C-suite, internal and external.
  • Relentlessly resourceful mindset with bias toward action; comfort navigating complexity.
  • Experience in large SaaS B2B environments; legal tech familiarity is a bonus. Familiarity with AI/ML products is valuable.

Skills

Required:Team leadershipCustomer success operationsUser adoption strategyData analytics for CS

Benefits

  • Competitive Compensation: final offer based on experience and fit.
  • Equity: meaningful ownership.
  • Relocation and Visa Support: assistance for moving to SF and visa/green card where applicable.
  • Health & Wellness: medical, dental, vision plans.
  • Flexible Spending & Insurance: HSA and FSA, life insurance.
  • 401(k) Program.
  • Commuter Benefits.
  • Unlimited PTO.
  • Office Perks: downtown SF office with catered lunches, snacks, gym, dog-friendly environment.
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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