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Customer Success Manager, APAC

Ivo AI, Inc.· Customer Success
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SydneyFull-timePosted 1w ago

About the role

Founding APAC Enterprise Customer Success Manager in Australia to build and scale Ivo's APAC presence, supporting onboarding and success for Australian customers and managing enterprise accounts in the APAC region.

Responsibilities

  • 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.

Qualifications

  • Have 5-10 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.

Skills

Required:SaaS enterprise customer successAccount managementCommunication
Last updated Oct 19, 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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