Customer Success Manager, Enterprise - West


San Francisco, CA, US
  • Job Type: Full-Time
  • Function: Technical/Customer Support
  • Industry: Enterprise SaaS
  • Post Date: 05/09/2024
  • Website:
  • Company Address: 71 Stevenson St, Ste. 600, San Francisco, CA, 94105

About Ironclad

Ironclad is the smart way to make and manage digital business contracts. Now powered by Ironclad AI.

Job Description

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 or follow us on LinkedIn and Twitter.

Our Customer Success organization plays a pivotal role in making our customers happy while executing on our vision. Within this organization encompasses our Legal Engineers (read: professional services team), Customer Success Managers (CSMs), Technical Support Engineers, Training & Learning Design, and Technical Architects, representing our teams who support the customer experience post-sale.

As an Enterprise Customer Success Manager, you’ll be responsible for partnering with our largest, global customers. Your primary role is to drive adoption of the Ironclad solution and ensure your customers are maximizing the value of their investment. Additionally you’ll support the growth of the business by identifying new business opportunities, and aligning your customers to an Ironclad value framework.  


This role will require the candidate to be based out of the West Coast / PST time zones. 


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: Assist with executive business reviews, and proactively monitor and drive product usage to ensure customer is maximizing value

  • Customer Advocate: Be 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

What we are looking for:

  • 3+ years customer-facing experience as a CSM, or Strategic Consultant.

  • Individual that is located in the bay area. A minimum of 1 day in office is required

  • B2B SaaS industry experience

  • Experience working with large Fortune 500 companies.

  • Technical expertise. Ability to consult with customers on product features related to API and integrations 

  • Expert in driving results and outcomes while solving complex business problems.

  • Excellent presentation, organizational, and communication skills (both written and verbal). 

  • Strong communication and partnership skills with C-Suite, VP, and Director-level contacts, along with day-to-day users of the software.

  • Experience creating and implementing governance models or centers of excellence with distributed and global customers.

  • Ability to travel as-needed for customer meetings and conferences (up to 10-20%)


  • Health, dental, and vision insurance

  • 401k

  • Wellness reimbursement

  • Take what you need vacation policy

  • Generous parental leave for both primary and secondary caregivers


Base Salary Range: $115,000 - $130,000

The base salary range represents the minimum and maximum of the salary range for this position based at our San Francisco headquarters. The actual base salary offered for this position will depend on numerous factors, including individual proficiency, anticipated performance, and the location of the selected candidate. Our base salary is just one component of Ironclad’s competitive total rewards package, which also includes equity awards (a new hire grant, along with opportunities for additional awards throughout your tenure), competitive health and wellness benefits, and a commitment to career growth and development.


Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.