Customer Success Manager, Ivo

• 3-7 years of experience in a SaaS customer success or account management role, ideally managing a high-volume portfolio of mid-market accounts; experience in legal tech or with legal professionals is a strong plus
• Proven ability to manage a large book of business efficiently without sacrificing customer satisfaction
• Exceptional communication and interpersonal skills: you're presentable, pleasant, and confident in driving conversations, including over the phone and in group settings
• Strong understanding of customer success strategies, retention planning, and scalable, process-driven account management
• Comfort with prioritization and triage — knowing where to spend your limited time across many accounts

Desirable

• 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
• 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 management
• Usage and Adoption: Drive adoption through scalable engagement tactics (in-app guidance, email campaigns, office hours) rather than bespoke, high-touch engagement
• Voice of the Customer: Spot patterns and trends across your portfolio and feed them back internally to inform product and process improvements