Head of Customer Success

Responsibilities

• 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
• Drive User Adoption
• 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
• Establish Operational Excellence
• 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.

Requirements

• 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 into repeatable, scalable processes.
• Demonstrated data-driven approach to your work, using metrics to inform decisions and demonstrate impact.
• You're a skilled communicator who can build relationships at every level-from frontline users to C-suite executives, both with customers and internally.
• You would describe yourself as relentlessly resourceful . You have a bias toward action, a strong internal sense of urgency, and the resilience to navigate complexity while maintaining momentum.
• The ideal candidate will have experience in Customer Success positions at large, SaaS B2B companies. Experience working with legal tech or working with legal professionals is a bonus.
• Familiarity with AI/ML products and the ability to articulate technical concepts to non-technical audiences is highly valuable.
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Benefits

Additional Information

Why join Ivo? Every civilization runs on the same infrastructure: agreements between people who don't fully trust each other. Sumerians pressed them into clay. Romans carved them into stone. We bury them in 80-page PDFs. The way those agreements are reviewed hasn't changed in four thousand years - a human reads the whole thing and tries not to miss anything. We're building the AI that finally changes that. Ivo is the contract intelligence platform of choice for companies like Uber, Meta, Canva, IBM, and Shopify. We recently raised our Series B and have grown 800% over the last 12 months. Position Overview 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.

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