SMB Customer Success Manager

The Opportunity

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.

What You'll Do

• 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.

What We're Looking for

• 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.

Ivo Might Be a Good Fit for You If You

• 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!

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.
• 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.