Senior Customer Success Manager

San Francisco, California, United States

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$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

Position Overview

Location Type: Remote
Job Type: Full-Time
Salary: $140K - $170K

Ironclad is the #1 contract lifecycle management platform for innovative companies. Every company, in every country, in every industry runs on contracts, but managing these contracts slows companies down and costs them millions of dollars. L’Oréal, Staples, Mastercard, and other leading innovators use Ironclad to collaborate and negotiate on contracts, accelerate contracting while maintaining compliance, and turn contracts into critical carriers of operational business intelligence. It’s the only platform flexible enough to handle every type of contract workflow, whether a sales agreement, an HR agreement or a complex NDA. Ironclad is writing the narrative that shows how beautiful and functional contracting will change business. We’re a leader in the Forrester Wave for Contract Lifecycle Management. We have been recognized as a Fortune Great Place to Work for four consecutive years. Our innovation and work culture have been recognized by Glassdoor's Best Places to Work 2023, Forbes’ 50 Most Promising AI Companies, Wing Venture Capital's Enterprise Tech 30, and Gartner's Magic Quadrant. We work in a highly collaborative environment, and strive to foster a positive, inclusive culture. We’re backed by leading investors like Accel, Y Combinator, Sequoia, and BOND. For more information, visit www.ironcladapp.com or follow us on LinkedIn and Twitter.

Role & Responsibilities

Understands customer goals and desired outcomes, aligning strategies to achieve measurable objectives and success metrics.
Utilizes established Success plays to drive impactful results.
Monitors customer health, renewal timelines, and business goals to create joint strategies for success.
Leads complex customer conversations, collaborates cross-functionally to address feedback, and fosters customer confidence and loyalty.
Builds and manages relationships across a large portfolio, ensuring alignment with customer goals and strengthening partnerships.
Provides expert guidance on maximizing platform functionality, identifying new use cases, and ensuring long-term value.
Conducts Executive Business Reviews across various levels and teams of stakeholders to share outcomes, gather feedback, and refine strategies.
Stays up-to-date on product updates to enhance customer adoption.
Identifies opportunities to improve Success processes and elevate the Enterprise customer experience.

Qualifications & Skills

8+ years of experience in customer-facing roles, preferably in SaaS or technology.

Application Instructions

Application instructions are not provided in the original job description.

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.

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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