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Ivo · 4 hours ago

Enterprise Customer Success Manager

San Francisco Bay Area

Full-time

Onsite

Mid Level

$150K/yr - $170K/yr

3+ years exp

Ivo is a company focused on improving the contract negotiation process through innovative technology. They are seeking an Enterprise Customer Success Manager to ensure customers maximize value from their product, involving onboarding, support, and advocacy for enterprise clients.

Artificial Intelligence (AI)LegalLegal Tech

H1B Sponsored

Responsibilities

Customer Onboarding & Success Planning: Lead customer users through the onboarding and training process and establish success plans tailored to their goals and requirements

Customer Support & Issue Resolution: Act as the primary contact for enterprise customer inquiries, providing timely and effective resolutions to ensure optimal product usage and adoption

Account Ownership: Take over customer accounts and manage them to achieve long-term retention and satisfaction; act as the “quarterback” for assigned accounts and a trusted advisor for our key stakeholders, overseeing all aspects of their experience with Ivo

Customer Education: Provide product demonstrations, lead training sessions, and guide customers through best practices in legal AI, ensuring they become experts in our solution

Product Advocacy & Business Reviews: Develop and present resources such as support articles, best practices, customer documentation, and conduct regular strategic business reviews with key leaders and stakeholders to ensure the continued success of our users

Strategic Growth Support: Create and implement enterprise customer success plans for your accounts to emphasize our product’s value and secure renewals and upsells

Value Focused: Demonstrate deep strategic understanding of your customers’ problems and environment in order to address them and deliver customer value

Trusted Advisor: Serve as a trusted advisor by building relationships across your portfolio of customers, engaging with users at all levels within your customers regularly, managing escalations and conducting regular strategic reviews and feedback sessions

Usage and Adoption: Drive user-level adoption of the platform throughout customer engagements to help maximise usage

Voice of the Customer : Serve as the voice of the customer internally by advocating for the most significant challenges our customers face

Qualification

SaaS experienceCustomer success strategiesAccount managementLegal tech experienceCommunication skillsResourcefulnessSense of urgencyInterpersonal skills

Required

Have 3-5 years of experience in a SaaS enterprise customer success or account management role; experience in legal tech or with legal professionals is a strong plus

Can demonstrate a proven track record of working with enterprise customers (businesses with >10,000 employees)

Have exceptional communication and interpersonal skills: you're presentable, confident, and value-driven in your professional relationships

Have a strong understanding of customer success strategies, retention planning, and value-based selling techniques

Would describe yourself as being relentlessly resourceful

Have a strong internal sense of urgency. You have a bias towards doing things today, rather than tomorrow

Operate in a resourceful and proactive way in your work

Are excited about the chance to work five days in office - our team is primarily based in an office in downtown San Francisco and this role requires the successful candidate to work with us in-person 5 days a week

Benefits

Relocation and Visa Support

Medical benefits: Comprehensive medical, dental and vision plans to suit the needs of you and your family.

Unlimited PTO: So you can take the time you need to recharge, stay healthy, and bring your best self to work.

Office extras: Generous office space in Downtown San Francisco, with snacks, coffee and regular team building events and activities.

Company

Ivo

Glassdoor2.4

Ivo provides AI-powered contract review solutions, automating analysis, redlining, and compliance for legal teams.

Founded in 2021

San Francisco, California, USA

51-200 employees

https://www.ivo.ai

H1B Sponsorship

Ivo has a track record of offering H1B sponsorships. Please note that this does not guarantee sponsorship for this specific role. Below presents additional info for your reference. (Data Powered by US Department of Labor)

Distribution of Different Job Fields Receiving Sponsorship

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Trends of Total Sponsorships

2025 (1)