Scaled Customer Success Manager

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.

• Scaled Account Management:
  Manage a high-volume book of SMB accounts, running efficient, scalable touchpoints 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.

• 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, Hub Spot) is a plus.

• Would describe yourself as being relentlessly resourceful.
• You have a strong internal sense of urgency and 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!

• Competitive Compensation: USD OTE range $100,000 – $140,000 (+equity on top). Final offer details are determined based on experience, expertise, and fit.
• Relocation and Visa Support:
  Assistance for successful applicants moving to SF, and support for visa and green‑card applications where applicable.
• Medical Benefits:
  Comprehensive medical, dental and vision plans for you and your family.
• 401(k) Program:
  Access to our company‑sponsored 401(k).
• Commuter Benefits:
  Support to make travel to and from the office easier and more convenient.
• Unlimited PTO:
  Time to recharge, stay healthy, and bring your best self to work.
• Office Perks:
  Vibrant office with catered lunch five days a week, premium snacks and coffee, a gym in the building, and a dog‑friendly environment.