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 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.

• 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. 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!

• 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!