SMB Customer Success Manager

Why Ivo? Every civilization runs on the same infrastructure: agreements between people who don't fully trust each other. Sumerians pressed them into clay. Romans carved them into stone. We bury them in 80-page PDFs. The way those agreements are reviewed hasn't changed in four thousand years - a human reads the whole thing and tries not to miss anything. We're building the AI that finally changes that. Ivo is the contract intelligence platform of choice for companies like Uber, Meta, Canva, IBM, and Shopify. We recently raised our Series B and have grown 800% over the last 12 months. Position Overview: We’re looking for an energetic, customer-obsessed Scaled Customer Success Manager to help us grow and retain our SMB customer base. This is a high-volume, high-impact role where you’ll own a large book of business and use creativity, data, and process to drive adoption and retention at scale. Key Responsibilities: • Scaled Account Management: Manage a high-volume book of SMB accounts, running efficient, scalable touchpoint to drive adoption and retention. • Onboarding & Time-to-Value: Guide new SMB customers through a streamlined onboarding experience, helping them get to value quickly. • Proactive Health Monitoring: Monitor customer health signals (usage, engagement, support tickets) and proactively intervene to prevent churn. • Scaled Engagement Programs: Build and maintain scalable resources - email sequences, help articles, webinars, and playbooks that serve customers at scale. • Product Adoption: Develop a deep understanding of each customer’s use case and help them unlock more value from the Ivo platform over time. • Voice of the Customer: Capture and relay customer feedback, feature requests, and common pain points to the Product and Engineering teams. • Support & Issue Resolution: Manage support inquiries efficiently, triaging issues and collaborating with the technical team on resolutions. Qualification: • 1+ year of experience in a customer-facing role - SMB customer success, account management, sales development, or similar. • Comfortable managing a large book of accounts and at ease with high-volume, tech-touch engagement models. • Strong communicator written and verbal with a knack for explaining complex concepts in simple terms. • Data-driven mindset: you use metrics to prioritize your time and spot risk early. • Self-starter who can thrive in ambiguity and build processes where none exist yet. • Experience in legal tech or with legal professionals is a plus • Familiarity with CRM and CS tools (e.g. Salesforce, Gainsight, HubSpot) is a plus. Ivo might be a good fit for you if you: Would describe yourself as being relentlessly resourceful. You have a strong internal sense of urgency. You have a bias towards doing things today , rather than tomorrow. Experience working in a startup environment is preferred but not required. Want to build your network and develop trusted relationships with customers. Are an exceptional communicator, confident and comfortable in front of many different types of audiences (from General Counsels to webinars with 500 lawyers). Are excited about the adventure of building a company! Compensation and benefits Competitive Compensation: The USD OTE range for this role is $100,000 - $140,000 (+equity would be on top of this). Final offer details are determined based on experience, expertise, and overall fit. Relocation and Visa Support: We also offer relocation assistance for successful applicants moving to SF, as well as support for visa and green card applications where applicable. Medical benefits: Comprehensive medical, dental and vision plans to suit the needs of you and your family. 401(k) Program: Plan for your future with access to our company-sponsored 401(k) program. Commuter Benefits: We provide commuter benefits to 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. Office Perks: Enjoy a vibrant office with catered lunch provided five days a week, premium snacks and coffee, a gym located in the building, and a dog-friendly environment! FAQ: How far along are we? We launched in early access in 2023. Since then, we’ve had an incredible response from the market and are growing rapidly. We 6x'd in ARR in the last 12 months. Our clients include companies like Uber, Reddit, IBM, Canva, Pinterest, WordPress, and more. We're happy to share more details with candidates who go through our interview process. Is this a chill gig? Startups are very hard, especially if they’re growing fast. You’ll have a ton of responsibility, and there’s always an enormous amount of stuff to do. It’s hard work but the payoff is uncapped. Can I work remotely? We require candidates to work with us in-person 5 days a week in office.