SMB 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, DoorDash, 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’re looking for an energetic, customer-obsessed SMB 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, HubSpot) 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.

• Are excited about the adventure of building a company!

• Competitive Compensation: Final offer details are determined based on experience, expertise, and overall fit.

• Equity: Meaningful ownership in a company that's scaling fast

• 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.

• Health & Wellness: Comprehensive medical, dental, and vision plans to suit the needs of you and your family.

• Flexible Spending & Insurance: Access to HSA and FSA accounts, plus life insurance coverage.

• 401(k) Program: Save for the future with our 401(k) program.

• Commuter Benefits: We 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 Downtown San Francisco office with catered lunch five days a week, premium snacks and coffee, an in-building gym, and a dog-friendly environment.

FAQ

• What stage of growth is Ivo at?: We recently raised our Series B after growing 6x in 12 months.

• Is this a chill gig?: Startups are very hard, especially if they’re growing fast. You’ll have a ton of responsibility, and there’s always an enormous amount of stuff to do. It’s hard work but the payoff is uncapped.

Ivo is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.