Customer Success Operations Manager at Ironclad

San Francisco, California, United States

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$135,000 – $165,000Compensation

Mid-level (3 to 4 years)Experience Level

Full TimeJob Type

UnknownVisa

Software, Artificial IntelligenceIndustries

Requirements

(Not specified in the job description)

Responsibilities

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, accuracy, and consistency across the Customer Success organization

Skills

Customer Success Operations

Process Improvement

Data Analysis

Strategic Thinking

Project Management

Communication

Ironclad

Digital platform for automating contract management

About Ironclad

Ironclad is a digital contracting platform that simplifies and automates the entire contract lifecycle for legal teams in large enterprises and fast-growing companies. The platform allows users to create, automate, and track contracts in a straightforward manner, making it easier for legal departments to handle high-volume contracts efficiently. Unlike traditional contract management systems, Ironclad's user-friendly interface reduces complexity and enhances collaboration within legal teams, enabling them to focus on business growth. The company operates on a subscription-based model, offering various tiers that cater to different business needs, ensuring a steady income stream while providing ongoing support and updates. Ironclad's goal is to transform contract management by streamlining processes and improving connectivity within legal departments.

San Francisco, CaliforniaHeadquarters

2014Year Founded

$325MTotal Funding

SERIES_ECompany Stage

Enterprise Software, LegalIndustries

501-1,000Employees

Benefits

Network of mentors - Receive mentorship from our world-class network of mentors, including founders, salespeople, marketers, engineers, and designers.

Health & wellness - Great health care insurance, monthly fitness reimbursement, and seasonal activities like yoga, surfing, and hikes with our dogs are just some of the ways we help take care of employee health and wellness.

Company retreats - Twice yearly, we retreat to local spots like Tahoe or Wine Country for our company off-sites.

Team events - We bond outside of work over games, happy hours, concerts, and more.

Risks

AI accuracy and security concerns may challenge the adoption of Ironclad's Jurist assistant.

Expansion into enterprise markets increases competition with established players like Bloomberg Law.

Integration with systems like NetSuite may face technical challenges requiring significant resources.

Differentiation

Ironclad automates contract workflows, reducing inefficiencies in traditional contract management systems.

The platform's user-friendly design accelerates high-volume contracts and enhances legal team collaboration.

Ironclad's AI-powered assistant, Jurist, offers real-time legal document editing and transparency.

Upsides

Integration with NetSuite and Salesforce enhances platform interoperability for enterprise clients.

The launch of Ironclad Jurist positions the company as a leader in AI-driven legal tech.

Strategic alliances, like with KPMG Law, open new market opportunities and enhance credibility.

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