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Enterprise Customer Success Manager

Ivo AI, Inc.· Customer Success
Apply on company site
NY, New York$190k - $230kFull-timePosted 6d ago

About the role

We are seeking a skilled and dedicated Customer Success Manager with a background in SaaS in customer success or account management to onboard, support, and guide customers to achieve their use cases and business objectives.

Responsibilities

  • Lead customers through the onboarding process and establish success plans tailored to their goals and requirements.
  • Act as the primary contact for customer inquiries, providing timely and effective resolutions to ensure optimal product usage.
  • 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.
  • Provide product demonstrations, lead training sessions, and guide customers through best practices, ensuring they become experts in our solution.
  • 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.
  • Create and implement recovery plans and customer success plans to emphasize our product’s value and secure renewals and upsells.
  • Have an in-depth understanding of your customers’ problems and environment to address them and deliver customer value.
  • Serve as a trusted advisor by building relationships across your portfolio of customers, engaging with customers regularly, managing escalations and conducting regular meetings.
  • Drive user-level adoption of the platform throughout customer engagements to help maximize usage.
  • Serve as the voice of the customer internally by advocating for the most significant challenges our customers face.

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

Skills

Required:SaaS customer success or account managementEnterprise and mid-market account management

Benefits

  • Competitive Compensation: Final offer details are determined based on experience, expertise, and overall fit.
  • Equity: Meaningful ownership in a company that's scaling fast.
  • Health & Wellness: Comprehensive medical, dental, and vision plans.
  • Flexible Spending & Insurance: Access to HSA and FSA accounts, plus life insurance coverage.
  • 401(k) Program: Save for the future with our 401(k) program.
  • Commuter Benefits: We help make getting to and from the office easier and more convenient.
  • Unlimited PTO: So you can take the time you need to recharge, stay healthy, and bring your best self to work.
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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