Head of Customer Success

Position Overview We are seeking an experienced and visionary Head of Customer Success to build and lead our customer success function. This role represents a critical investment in ensuring our customers achieve extraordinary outcomes with Ivo. With over 400 customers worldwide—including Reddit, Pinterest, CDW, Canva, Uber, IBM, General Motors, and DoorDash—we need an ambitious and experienced customer success leader to help us level up and deliver a delightful product experience to these customers. What You’ll Do Build and Lead the Team You will recruit, develop, and lead a high‑performing team of Customer Success Managers. You'll establish the culture, standards, and expectations that define what world‑class customer success looks like at Ivo, creating an environment where CSMs can do their best work while growing their careers. Design the Customer Success Machine You will build the processes, playbooks, and systems that drive consistent, scalable customer outcomes. This includes onboarding frameworks, health‑scoring methodologies, business review cadences, and escalation protocols—creating repeatable motions that work across both enterprise and mid‑market segments. Drive User Adoption User adoption is the north star for customer success at Ivo. You will own the strategies, playbooks, and metrics that drive deep, sustained product usage across customer organizations. This means understanding what drives individual users to adopt Ivo and creating programs that turn occasional users into power users. You’ll measure success through active usage rates, feature adoption, and time‑to‑value. You’ll design a customer experience that ensures that every customer, no matter the size, realizes the full potential of our platform through widespread adoption across their teams, departments, and regions. Own Retention You will be accountable for logo retention and ensuring customers renew. You’ll partner closely with the account management team to support renewals and ensure customers see Ivo as an indispensable part of their operations. Be the Voice of the Customer This is a cross‑functional role and you will work closely with the product team in particular. You will serve as the primary advocate for customer needs within Ivo. Working hand‑in‑hand with Product, Marketing, and Engineering, you’ll translate customer feedback and patterns into product improvements, content, and go‑to‑market strategies that strengthen our market position. Establish Operational Excellence You will build the analytics and reporting infrastructure to measure customer health, predict risk, and demonstrate the impact of customer success investments. You’ll create visibility into your team’s performance and continuously iterate to improve outcomes. What You’ll Bring 7+ years of experience in customer success, account management, or related roles within B2B SaaS, with at least 3 years leading and scaling customer success teams. Experience building or significantly growing a CS function and can demonstrate a deep experience of what it takes to go from good to great. You have a demonstrated track record of success with enterprise customers (companies with 10,000+ employees). You understand the complexity of navigating and delivering success to large organizations and you know how to drive adoption and value across sprawling customer environments. You’re energized by the chance to shape something from the ground up. You can work with a blank slate and turn learnings into repeatable, scalable processes. Demonstrated data‑driven approach to your work, using metrics to inform decisions and demonstrate impact. You are a skilled communicator who can build relationships at every level—from frontline users to C‑suite executives, both with customers and internally. You would describe yourself as relentlessly resourceful. You have a bias toward action, a strong internal sense of urgency, and the resilience to navigate complexity while maintaining momentum. The ideal candidate will have experience in Customer Success positions at large, SaaS B2B companies. Experience working with legal tech or with legal professionals is a bonus. Familiarity with AI/ML products and the ability to articulate technical concepts to non‑technical audiences is highly valuable. Compensation and Benefits Competitive Compensation: We offer competitive salary and equity packages. The USD OTE range for this role is $250,000–$300,000 (excluding equity). Final offer amounts are determined by multiple factors, including experience and expertise. Relocation and Visa Support: We offer relocation assistance for successful applicants moving to SF, as well as support for visa and green card applications where applicable. Medical Benefits: Comprehensive medical, dental, and vision plans to suit the needs of you and your family. Unlimited PTO: So you can take the time you need to recharge, stay healthy, and bring your best self to work. Office Extras: Generous office space in Downtown San Francisco, with snacks, coffee, and regular team building events and activities. #J-18808-Ljbffr Ivo