Scaled Customer Success Manager
On-siteSan Francisco, California, United States
San Francisco, California, United StatesOn-siteFull TimeSmall
Full TimeSmall
Job Summary
Scaled Customer Success Manager at IVO responsible for managing a high-volume SMB book, guiding onboarding to value, monitoring health signals, building scalable engagement resources, driving product adoption, collecting voice of customer feedback, and coordinating with Product/Engineering to resolve issues. Requires strong communication, data-driven mindset, and experience in customer-facing roles; CRM/CS tools familiarity; legal-tech experience a plus. In-person SF office.
Required Qualifications
- 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.
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