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Mid Market Customer Success Manager

Ivo AI, Inc.· Customer Success
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NY, New York$140k - $190k + equityFull-timePosted 3w ago

About the role

Seeking a Mid Market Customer Success Manager to own a growing portfolio of mid-market SaaS accounts, focusing on onboarding, adoption, renewals, and upsell at scale for Ivo's contracting AI product.

Responsibilities

  • Scaled Onboarding & Success Planning: Lead efficient, templated onboarding for a high volume of accounts, tailoring success plans just enough to fit each customer's core goals without sacrificing speed.
  • Customer Support & Issue Resolution: Act as the primary point of contact for customer inquiries across your portfolio, triaging and resolving issues quickly to keep accounts healthy.
  • Portfolio Ownership: Own and manage a large book of mid-market accounts, prioritizing your time based on risk, opportunity, and usage signals to drive retention across the full portfolio.
  • Customer Education at Scale: Provide product demonstrations, lead training sessions, and guide customers through best practices, ensuring they become experts in our solution.
  • Product Advocacy & Business Reviews: Build and maintain support content, playbooks, and best-practice documentation; run streamlined business reviews that scale across many accounts.
  • Growth & Retention Plans: Identify renewal and upsell opportunities early using data and usage patterns, and execute standardized playbooks to secure them.
  • Value Focused: Develop a working understanding of each customer's use case quickly, so you can address common problems efficiently across similar accounts.
  • Trusted Advisor: Build relationships across a wide portfolio through regular, efficient touch points — proactive outreach, check-ins, and escalation management.
  • Usage and Adoption: Drive adoption through scalable engagement tactics (in-app guidance, email campaigns, office hours) rather than bespoke, high-touch engagement.
  • Voice of the Customer: Spot patterns and trends across your portfolio and feed them back internally to inform product and process improvements.

Qualifications

  • 3-7 years of experience in a SaaS customer success or account management role, ideally managing a high-volume portfolio of mid-market accounts; experience in legal tech or with legal professionals is a strong plus.
  • Proven ability to manage a large book of business efficiently without sacrificing customer satisfaction.
  • Exceptional communication and interpersonal skills: you're presentable, pleasant, and confident in driving conversations, including over the phone and in group settings.
  • Strong understanding of customer success strategies, retention planning, and scalable, process-driven account management.
  • Comfort with prioritization and triage — knowing where to spend your limited time across many accounts.

Skills

Required:SaaS Customer Success / Account ManagementAccount Prioritization & Triage

Benefits

  • Relocation and Visa Support: relocation assistance for successful applicants moving to SF, plus visa and green card support where applicable.
  • Health & Wellness: Comprehensive medical, dental, and vision plans.
  • Flexible Spending & Insurance: HSA and FSA accounts, plus life insurance.
  • 401(k) Program
  • Commuter Benefits
  • Unlimited PTO
Last updated Oct 12, 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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