Ironclad

Senior Customer Success Manager

San Francisco, California, United States

Ironclad Logo
$140,000 – $170,000Compensation
Mid-level (3 to 4 years), Senior (5 to 8 years)Experience Level
Full TimeJob Type
UnknownVisa
Consumer Software, Enterprise SoftwareIndustries

Requirements

Candidates should have 8+ 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 is required, along with strong presentation, organizational, and written/verbal communication skills. Familiarity with Contract Lifecycle Management (CLM) and legal operations processes is essential, along with a proven ability to navigate complex organizational dynamics across Legal, Sales, Procurement, and IT teams.

Responsibilities

The Senior Customer Success Manager will understand customer goals and desired outcomes, aligning strategies to achieve measurable objectives. They will utilize established Success plays to drive impactful results and monitor customer health, renewal timelines, and business goals to create joint strategies for success. This role involves leading complex customer conversations, collaborating cross-functionally to address feedback, and fostering customer confidence. Additionally, they will build and manage relationships across a large portfolio, provide expert guidance on maximizing platform functionality, conduct Executive Business Reviews, stay up-to-date on product updates, and identify opportunities to improve Success processes.

Skills

Customer Success
Customer Relationship Management
Strategic Planning
Cross-functional Collaboration
Stakeholder Management
Relationship Building
Contract Lifecycle Management

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.

Key Metrics

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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