Description

You will build and lead the Customer Success function at Ivo, designing scalable processes and driving user adoption of our AI-native enterprise contract platform. Partnering cross-functionally with Product, Marketing, and Engineering, you'll own retention and serve as the voice of the customer to ensure extraordinary outcomes.

Requirements

• 7+ years of experience in customer success, account management, or related roles within B2B SaaS
• At least 3 years leading and scaling customer success teams
• Track record of success with enterprise customers (10,000+ employees)
• Experience building or significantly growing a CS function
• Data-driven approach using metrics to inform decisions
• Skilled communicator able to build relationships at all levels
• Relentlessly resourceful with a bias toward action

Responsibilities

• Recruit, develop, and lead a high-performing team of Customer Success Managers
• Design and build processes, playbooks, and systems for onboarding, health scoring, business reviews, and escalations
• Drive user adoption through strategies, playbooks, and metrics to turn occasional users into power users
• Own logo retention and partner with account management for renewals
• Serve as the voice of the customer, translating feedback into product improvements with Product, Marketing, and Engineering
• Build analytics and reporting infrastructure to measure customer health, predict risk, and demonstrate impact