Head of Customer Success

Ivo has the best AI native products in a massive category - enterprise contracts. We’ve grown 6X in ARR over the last year and have brought on the best logos in the world (e.g. Reddit, Pinterest, CDW, Canva, Uber, IBM and many other of the best and most successful companies in the world). We just raised a $55M Series B. We are growing - fast.

With over 400 customers worldwide including some of the best logos in the world (e.g. Reddit, Pinterest, CDW, Canva, Uber, IBM, General Motors, Door Dash), we need an ambitious and experienced customer success leader to help us level up and deliver a delightful product experience to these customers.

We are seeking an experienced and visionary Head of Customer Success to build and lead our customer success function. This role represents a critical investment in ensuring our customers achieve extraordinary outcomes with Ivo.

This is a leadership role for a builder. You will design and scale the systems, processes, and team that drive user adoption of Ivo, ensuring that users are as obsessed with Ivo as we are. You'll own the full customer success motion across our enterprise and mid-market segments, leading a team of world-class CSMs dedicated to making every user successful.

Build and Lead the Team

You will recruit, develop, and lead a high-performing team of Customer Success Managers. You'll establish the culture, standards, and expectations that define what world-class customer success looks like at Ivo, creating an environment where CSMs can do their best work while growing their careers.

Design the Customer Success Machine

You will build the processes, playbooks, and systems that drive consistent, scalable customer outcomes. This includes onboarding frameworks, health scoring methodologies, business review cadences, and escalation protocols—creating repeatable motions that work across both enterprise and mid-market segments.

Drive User Adoption

User adoption is the north star for customer success  will own the strategies, playbooks, and metrics that drive deep, sustained product usage across customer organizations. This means understanding what drives individual users to adopt Ivo and create programs that turn occasional users into power users. You'll measure success through active usage rates, feature adoption, and time-to-value. You’ll design a customer experience that ensures that every customer, no matter the size, realizes the full potential of our platform through widespread adoption across their teams, departments, and regions.

Own Retention

You will be accountable for logo retention and ensuring customers renew. You'll partner closely with the account management team to support renewals and ensure customers see Ivo as an indispensable part of their operations.

Be the Voice of the Customer

This is a cross-functional role and you will work closely with the product team in particular. You will serve as the primary advocate for customer needs within Ivo. Working hand-in-hand with Product, Marketing, and Engineering, you'll translate customer feedback and patterns into product improvements, content, and go-to-market strategies that strengthen our market position.

You will build the analytics and reporting infrastructure to measure customer health, predict risk, and demonstrate the impact of customer success investments. You'll create visibility into your team's performance and continuously iterate to improve outcomes.

• 7+ years of experience in customer success, account management, or related roles within B2B SaaS, with at least 3 years leading and scaling customer success teams.
• Experience building or significantly growing a CS function and can demonstrate a deep experience what it takes to go from good to great.
• You have a demonstrated track record of success with enterprise customers (companies with 10,000+ employees). You understand the complexity of navigating and delivering success to large organizations and you know how to drive adoption and value across sprawling customer environments.
• You're energized by the chance to shape something from the ground up.
• You can work with a blank slate and turn learnings…