Customer Success Operations Manager, Ironclad
$125-145k
+ Equity
Enterprise software for managing contracts
Be an early applicant
Enterprise software for managing contracts
501-1000 employees
Be an early applicant
$125-145k
+ Equity
501-1000 employees
Company mission
To power the world’s contracts.
Role
Who you are
- 5-7+ years in GTM Strategy & Operations or Analytics roles, with at least 3 years supporting a Customer Success organization
- Proven ability to design, implement, and scale processes across a growing team
- Analytical mindset with strong attention to detail — able to extract insights from complex data and make clear recommendations
- Familiarity with Customer Success platforms and metrics (e.g., Catalyst, Salesforce, health scores, NRR, time-to-value)
- Strong project management and cross-functional collaboration skills
- Clear and persuasive communicator with the ability to drive clarity and alignment across stakeholders
- Self-starter who can operate with autonomy and maintain momentum in fast-paced, evolving environments
What the job involves
- We’re looking for a Customer Success Operations Manager to be a strategic thought partner to CS leadership and a force multiplier for our growing team
- This person will be both analytical and action-oriented — able to dive deep into data to surface insights, anticipate future needs, and build scalable processes that support a high-performing Customer Success function
- The ideal candidate thrives in ambiguity, drives initiatives with minimal direction, ensures process compliance, and proactively identifies areas of risk and opportunity to support customer and business success
- Partner with CS leadership to shape the future of the CSM function by anticipating scaling challenges, operational bottlenecks, and emerging customer needs
- Build and maintain a world-class customer success toolkit that enables each CSM to deliver consistent, high-quality customer experiences — including standardized processes and templates for internal & customer meetings
- Design and refine customer journey touchpoints, internal workflows, and engagement models that optimize CSM capacity and drive measurable value
- Identify gaps in process or execution, emerging trends in customer challenges, and proactively develop remediation strategies to improve outcomes and efficiency
- Develop a deep understanding of the metrics that drive Ironclad’s Customer Success strategy and convert data into actionable insights
- Track and analyze leading indicators of customer health, adoption, and retention; provide clear reporting and recommendations to CS leadership
- Proactively identify pockets of risk (e.g., stalled implementations, low engagement) and opportunity (e.g., expansion potential, power user behavior) through a combination of systems data and qualitative feedback
- Ensure data accuracy and consistency across key systems (e.g., Salesforce, Catalyst); implement routines and controls to uphold data integrity and compliance
- Act as a bridge between business and technical teams, translating business requirements into technical specifications for BI stakeholders and communicating complex data insights to both technical and non-technical audiences
- Enforce operational compliance by ensuring CSMs are following defined processes, capturing the right data, and maintaining quality standards in customer execution
- Lead cross-functional coordination (e.g., Professional Services, Sales, Product, Support) to improve account planning, risk mitigation, and customer transitions
- Build, iterate, and document scalable processes that increase efficiency, accountability, and repeatability across the CS org
- Maintain a central knowledge base of CS operations and best practices; ensure ongoing team alignment and adoption
- Manage CS operations tasks and programs end-to-end, including reporting, tooling, systems management, and special projects
Our take
Business contracting is often inefficient and messy, with approvals required from various stakeholders and many processes still paper-based. Ironclad is a platform that digitises, automates, and streamlines contract workflows, allowing legal teams to focus on legal work rather than paperwork. Ironclad’s platform features collaborative tools that facilitate business operations and extract and catalog contract metadata, making information easier to access and act upon. Its enterprise customers include Dropbox, Mastercard, Pixar, Fox, and L’Oréal.
Despite its success, Ironclad faces competition in the $3 billion contract lifecycle management industry from major players like DocuSign and emerging ones like Contractbook. The company recently announced Ironclad Signature, marking its entry into the $25 billion eSignature market. The new feature speeds up the signature process by an estimated 80% and provides summaries and approval histories to users. This new tool is expected to strengthen Ironclad's position in the sell-side contract lifecycle management market.
Additionally, Ironclad introduced value-based pricing, charging only for completed, signed agreements, unlike other providers who charge for every signature packet sent out. Ironclad, backed by investors like Accel, Sequoia, Y Combinator, and BOND, remains committed to innovating and maintaining its leadership in the contract lifecycle management space.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
-3% employee growth in 12 months
Company
Funding (last 2 of 7 rounds)
Jan 2022
$150m
SERIES E
Dec 2020
$100m
SERIES D
Total funding: $334.1m
Company benefits
- Dental, and vision insurance
- 401K
- Wellness reimbursement
- Flexible vacation policy
- Generous parental leave for both primary and secondary caregivers
- Work from home opportunities
- Health insurance
Company HQ
South Beach, San Francisco, CA
Leadership
Cai GoGwilt
(CTO & Chief Architect)Studied HSPS at Cambridge, and Computer Science at MIT. Was a Summer Technology Analayst at Goldman Sachs. Worked as a Research Assistant at MIT. Was a Software Engineer at Palantir.
Jason Boehmig
(CEO)Former Corporate Lawyer at Fenwick and Professor of Law at the University of Notre Dame before founding Ironclad in 2014.
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