Scaled Customer Success Manager

San Francisco, CA /
Customer Success – Customer Success /
Full-time
Ironclad is the leading digital contracting platform for legal teams. By streamlining contract workflows, from creation and approvals to compliance and insights, Ironclad frees legal teams to be the strategic advisors they’re meant to be. Ironclad is used by modern General Counsels and their teams at companies like Dropbox, AppDynamics and Fitbit to unlock the power of their contracts data. Ironclad was named one of the 20 Rising Stars as part of the Forbes 2019 Cloud 100 list, the definitive list of the top 100 private cloud companies in the world. The company is backed by investors like Accel, Sequoia, Y Combinator and Emergence Capital.

Our Scaled Customer Success team (also known as Digital Success) is comprised of Activation and Adoption specialists responsible for onboarding, driving adoption for, and renewing our Mid-Market and General Business customer bases. As a Scaled Customer Success Manager, you’ll be responsible for partnering with our customers to activate them quickly, while maintaining a high quality of deployments and enabling customers to self-serve. As a Trusted Advisor with deep product knowledge and empathy, you’ll understand customers’ business objectives and align them with product capabilities, creating a system that’s ready to be deployed to their business users.

What you will be doing:

    • Onboarding & Enablement: Own a portfolio of small and medium-sized customer deployments focusing on efficiently delivering high-quality outcomes with scaled efforts. Work with customers to identify their Ironclad use cases and co-build workflows alongside them during the deployment. Lead welcome calls, train customers to use the Ironclad platform, and consult on best practices.
    • Proactive Health Monitoring: Proactively monitor and drive usage of the platform within a portfolio of customers. Develop email templates and campaigns based on these customer health assessments to increase product usage to ensure customers are maximizing their value of Ironclad.
    • Evangelize: Communicate new use cases and features / functionality that will enhance the customer’s workflow and drive organizational product adoption.
    • Customer Advocate: Be passionate about the customer experience and skilled in translating customer feedback into product requests.
    • Collaborate: Work cross-functionally with strategic and technical colleagues to accomplish customer goals.

Key skills:

    • 2+ years of experience in a fast-growing company; direct experience with SaaS products, solutions, or ecosystems preferred
    • 2+ year customer-facing experience as a CSM, BDR, Sales, or Strategic Consultant
    • Expert in driving results and outcomes while solving complex business problems
    • Excellent presentation, organizational, and communication skills (both written and verbal)
    • Ability to partner effectively with C-Suite, VP, and Director-level contacts, along with day-to-day users of the software
    • Team and goal-oriented.  High output; low ego.
    • Knowledge of SaaS post-sale support motion and technical curiosity is a plus
Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.