Mid Market Customer Success Manager

Contracts are the oldest business technology in human history. They allow us to collaborate: they define what we promise each other, how we work together, and what happens when things go wrong.

Ivo builds AI products that helps companies like Meta, Uber, IBM, Intel, Door Dash, Mitsubishi Electric, and Coinbase solve their most difficult contracting problems. We think that large language models have created an opportunity to fundamentally change how businesses collaborate with each other.

At Ivo you will work on challenging problems with colleagues who have high standards for each other, move fast, and care deeply about their craft.

We are seeking a skilled and dedicated Mid Market Customer Success Manager with a background in SaaS customer success or account management to own a growing portfolio of mid-market accounts. This role is central to ensuring our customers derive maximum value from our product, 'll balance a higher volume of accounts than our enterprise team, relying on efficient, repeatable processes to drive onboarding, adoption, and renewals across a broad book of business.

• Scaled Onboarding & Success Planning: Lead efficient, templated onboarding for a high volume of accounts, tailoring success plans just enough to fit each customer’s core goals without sacrificing speed.
• Customer Support & Issue Resolution: Act as the primary point of contact for customer inquiries across your portfolio, triaging and resolving issues quickly to keep accounts healthy.
• Portfolio Ownership: Own and manage a large book of mid-market accounts, prioritizing your time based on risk, opportunity, and usage signals to drive retention across the full portfolio.
• Customer Education at Scale: Provide product demonstrations, lead training sessions, and guide customers through best practices, ensuring they become experts in our solution.
• Product Advocacy & Business Reviews: Build and maintain support content, playbooks, and best-practice documentation; run streamlined business reviews that scale across many accounts.
• Growth & Retention Plans: Identify renewal and upsell opportunities early using data and usage patterns, and execute standardized playbooks to secure them.
• Value Focused: Develop a working understanding of each customer’s use case quickly, so you can address common problems efficiently across similar accounts.
• Trusted Advisor: Build relationships across a wide portfolio through regular, efficient touch points — proactive outreach, check-ins, and escalation management.
• Usage and Adoption: Drive adoption through scalable engagement tactics (in-app guidance, email campaigns, office hours) rather than bespoke, high-touch engagement.
• Voice of the Customer: Spot patterns and trends across your portfolio and feed them back internally to inform product and process improvements.

• 3-7 years of experience in a SaaS customer success or account management role, ideally managing a high-volume portfolio of mid-market accounts; experience in legal tech or with legal professionals is a strong plus.
• Proven ability to manage a large book of business efficiently without sacrificing customer satisfaction.
• Exceptional communication and interpersonal skills: you’re presentable, pleasant, and confident in driving conversations, including over the phone and in group settings.
• Strong understanding of customer success strategies, retention planning, and scalable, process-driven account management.
• Comfort with prioritization and triage — knowing where to spend your limited time across many accounts.

• Would describe yourself as being relentlessly resourceful.
• Have a strong internal sense of urgency. You have a bias toward doing…