Enterprise Customer Success Manager

Ivo is a company focused on transforming contract negotiation through innovative technology. They are seeking a skilled Customer Success Manager to ensure that customers derive maximum value from their product through onboarding, support, and strategic growth initiatives.

Responsibilities:

• Customer Onboarding & Success Planning: Lead customers through the onboarding process and establish success plans tailored to their goals and requirements
• Customer Support & Issue Resolution: Act as the primary contact for customer inquiries, providing timely and effective resolutions to ensure optimal product usage
• Account Ownership: Take over customer accounts and manage them to achieve long-term retention and satisfaction; act as the “quarterback” for assigned accounts, overseeing all aspects of their experience
• Customer Education: Provide product demonstrations, lead training sessions, and guide customers through best practices, ensuring they become experts in our solution
• Product Advocacy & Business Reviews: Develop and present resources such as support articles, best practices, customer documentation, and conduct regular business reviews to ensure the continued success of our users
• Strategic Growth Support: Create and implement recovery plans and customer success plans to emphasize our product’s value and secure renewals and upsells
• Value Focused: Have an in-depth understanding of your customers’ problems and environment in order to address them and deliver customer value
• Trusted Advisor: Serve as a trusted advisor by building relationships across your portfolio of customers, engaging with customers regularly, managing escalations and conducting regular meetings
• Usage and Adoption: Drive user-level adoption of the platform throughout customer engagements to help maximize usage
• Voice of the Customer: Serve as the voice of the customer internally by advocating for the most significant challenges our customers face