Mid Market Customer Success Manager

About the role

Why Join Ivo? 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.

The Opportunity We 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.

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.

Responsibilities

• 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