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Customer Success Manager, Enterprise

Ironclad

San Francisco, CA, US
  • Job Type: Full-Time
  • Function: Technical/Customer Support
  • Industry: Enterprise
  • Post Date: 05/05/2021
  • Website: ironcladapp.com
  • Company Address: 325 5th Street, San Francisco, CA, 94107

About Ironclad

Ironclad is the digital contracting platform loved by modern legal teams.

Job Description

Ironclad is the #1 contract lifecycle management platform for innovative companies. 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. The company was named one of the 20 Rising Stars on the Forbes 2019 Cloud 100 list, and is 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.
 
Our Customer Success team, comprised of Legal Engineers (read: deployment team) and Customer Success Managers (CSMs), plays a pivotal role in making our customers happy while executing on our vision.
 
As a Customer Success Manager, you’ll be responsible for partnering with some of our largest customers. As a Trusted Advisor with deep product knowledge, and empathy, you’ll understand customers’ business objectives and align them with product capabilities. You’ll lead end-user training and enablement initiatives, conduct business reviews, and serve as the “voice of the customer” in internal meetings. You’ll be responsible for ensuring retention, identifying new business opportunities, and driving high product usage, and value across our customer base.  

What you'll be doing:

      • Onboarding & Adoption: Use a consultative-like approach to drive ROI, retention, expansion, and high product usage across a small portfolio of enterprise customers
      • Enablement & Partnership: Lead end-user training, conduct executive business reviews, and proactively monitor and drive product usage to ensure customer is maximizing value
      • Evangelize: Communicate new use cases and features / functionality that will enhance the customer’s workflow and drive organizational product adoption
      • Customer Advocate: Passionate about the customer experience and skilled in translating customer feedback into product requests.
      • Collaborate: Work cross-functionally with strategic and technical colleagues to accomplish customer goals
 

Key Skills:

    • 5+ years of experience in a fast-growing company; direct experience with SaaS products, solutions, or ecosystems preferred.
    • 3+ year customer-facing experience as a CSM, or Strategic Consultant.
    • Expert in driving results and outcomes while solving complex business problems.
    • Excellent presentation, organizational, and communication skills (both written and verbal). Written sample may be requested.
    • Ability to partner effectively with C-Suite, VP, and Director-level contacts, along with day-to-day users of the software.
    • Team and goal-oriented.  High output; low ego.
    • Knowledge of SaaS post-sale support motion and technical curiosity is a plus.
Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

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