The OpportunityWe 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, at scale. You'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.
What You'll Do- 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.
What We're Looking For:- 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.
Ivo might be a good fit for you if you:- Would describe yourself as being relentlessly resourceful.
- Have a strong internal sense of urgency. You have a bias toward 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!
What We Offer- 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.
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.
