Customer Success Manager

Summary

Join Ironclad, a leading contract lifecycle management platform, as an Enterprise Customer Success Manager! Partner with our largest global clients to drive adoption of our solution and maximize their investment. You will support business growth by identifying new opportunities and aligning clients with our value framework. This role is based in our San Francisco office with an in-person requirement on Tuesdays, but we are open to PST-based remote candidates. You will lead complex customer conversations, collaborate cross-functionally, and build strong relationships. Ironclad offers a competitive total rewards package including health, dental, and vision insurance, 401k, wellness reimbursement, generous parental leave, and more.

Requirements

• 3+ years of experience in customer-facing roles, preferably with SaaS enterprise customers or fast-growing technology companies
• Demonstrated expertise in supporting large-scale technology solutions
• Strong presentation, organizational, and written/verbal communication skills (written samples may be requested)
• Enthusiasm for learning new technologies and addressing business challenges with technical solutions
• Familiarity with Contract Lifecycle Management (CLM) and legal operations processes
• Proven ability to navigate complex organizational dynamics across Legal, Sales, Procurement, and IT teams
• Collaborative, goal-oriented, and focused on delivering results
• Willingness to travel for customer meetings and conferences (up to 20%)

Responsibilities

• Understand customer goals and desired outcomes, aligning strategies to achieve measurable objectives and success metrics
• Utilize established Success plays to drive impactful results
• Monitor customer health, renewal timelines, and business goals to create joint strategies for success
• Lead complex customer conversations, collaborate cross-functionally to address feedback, and foster customer confidence and loyalty
• Build and manage relationships across a large portfolio, ensuring alignment with customer goals and strengthening partnerships
• Provide expert guidance on maximizing platform functionality, identifying new use cases, and ensuring long-term value
• Conduct Business Reviews across various levels and teams of stakeholders to share outcomes, gather feedback, and refine strategies
• Stay up-to-date on product updates to enhance customer adoption
• Identify opportunities to improve Success processes and elevate the Enterprise customer experience

Benefits

• Health, dental, and vision insurance
• 401k
• Wellness reimbursement
• Take what you need vacation policy
• Generous parental leave for both primary and secondary caregivers