Vice President of Customer Success, Ironclad
$225-275k
+ Equity
Enterprise software for managing contracts
Job no longer available
Enterprise software for managing contracts
501-1000 employees
Job no longer available
$225-275k
+ Equity
501-1000 employees
Company mission
To power the world’s contracts.
Role
Who you are
- 15+ years of career experience in consulting and customer success for software companies, B2B SaaS preferred, including 5+ years in professional services leadership or 5+ years in customer success leadership
- Demonstrated capability to establish meaningful relationships with customers, hold customers accountable, manage customer expectations and escalations effectively
- A strong people leader with a proven ability to attract, motivate, develop, and retain top talent
- Experience working with Partner ecosystems
- Ability to successfully navigate complex organizational structures (internal and external), often with highly ambiguous objectives and success criteria
- Familiarity with CLM and legal ops business processes
- Experience building and managing a team with the ability to effectively balance resources based on customer needs and internal processes
- Proven ability to implement operational management systems including project status reporting, and resource planning
- Demonstrated ability to maintain relationships and alignment with other internal teams and stakeholders, especially Sales, Professional Services and Product teams
- Outstanding interpersonal skills, along with strong communication skills both verbal and written
- Comfortable traveling for work as needed (expected < 20%)
What the job involves
- We’re looking for an experienced Customer Success leader to bring their experience in leading and scaling teams to drive customer adoption and retention with effective engagement strategies
- You will work cross-functionally with sales, engineering and the rest of the Customer Success organization to take our best-in-class customer experience to the next level as we grow into a global organization
- Reporting to the SVP, Customer Success - lead our global Success organization of CSMs, Customer Education, and Scaled Success. This team provides both aligned and scaled success offerings as well as providing in person and on-demand customer education
- Develop and maintain customer relationships with our install base to drive adoption and value realization. Act as deployment or account executive sponsor for key accounts. Handle customer escalations as needed
- Partner closely with Finance and CS Operations to maintain an accurate global capacity model that supports data based hiring strategies
- Evaluate and update paid Success plan offerings to ensure they deliver maximum value and positively influence GRR and NDR metrics
- Coach and mentor the CS leadership team, and provide an effective career development framework for CS team members
- Establish and maintain a culture of mutual accountability between the Customer Success team and customers. Advocate for our customers' needs and rally resources to support them when needed
- Ensure product feedback is effectively channeled to our Engineering team via Voice of the Customer and similar programs
- This role will primarily be responsible for the following metrics:
- Gross Renewal Rate and Net Dollar Retention
- Install base Health
- Cost to serve and team efficiency
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. Its platform features collaborative tools that facilitate business operations and extract and catalogue 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: $334.3m
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
(Co-Founder & 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
(Co-Founder & Executive Chairman)Former Corporate Lawyer at Fenwick and Professor of Law at the University of Notre Dame before founding Ironclad in 2014.
Salary benchmarks
We don't have enough data yet to provide salary benchmarks for this role.
Submit your salary to help other candidates with crowdsourced salary estimates.
Share this job
View 34 more jobs at Ironclad