Customer Success Manager

New York, New York
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 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 Customer Success team, comprised of Legal Engineers (read: deployment team) and Customer Success Managers (CSMs), plays a pivotal role in making our customers happy while executing on our vision.

As a Customer Success Manager, you’ll be responsible for partnering with our customers. As a Trusted Advisor with deep product knowledge, and empathy, you’ll understand customers’ business objectives and align them with product capabilities. You’ll lead end-user training and enablement initiatives, conduct business reviews, and serve as the “voice of the customer” in internal meetings. You’ll be responsible for ensuring retention, identifying new business opportunities, and driving high product usage, and value across our customer base.  

Roles & Responsibilities:

    • Onboarding & Adoption: Use a consultative-like approach to drive ROI, retention, expansion, and high product usage across a portfolio of 20+ enterprise customers
    • Enablement & Partnership: Lead end-user training, conduct executive business reviews, and proactively monitor and drive product usage to ensure customer is maximizing value
    • Evangelize: Communicate new use cases and features / functionality that will enhance the customer’s workflow and drive organizational product adoption
    • Customer Advocate: 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:

    • 3+ years of experience in a fast-growing company; direct experience with SaaS products, solutions, or ecosystems preferred.
    • 3+ year customer-facing experience as a CSM, or Strategic Consultant.
    • Expert in driving results and outcomes while solving complex business problems.
    • Excellent presentation, organizational, and communication skills (both written and verbal). Written sample may be requested.
    • 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.
    • Ability to travel (light travel to conferences or customers may be required)
Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.