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Customer Success Manager

Customer Success Manager

IroncladSan Francisco, CA, US
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Customer Success Manager

Ironclad is the leading AI-powered contract lifecycle management platform, processing billions of contracts every year. Every business is powered by contracts, but managing them can slow companies down and cost millions of dollars. Global innovators like L'Oral, OpenAI, and Salesforce trust Ironclad to transform contracting into a strategic advantage - accelerating revenue, reducing risk, and driving efficiency. It's the only platform that manages every type of contract workflow, whether a sales agreement, an HR agreement or a complex NDA. We're building the future of intelligent contracting and writing the narrative for how contracts unlock strategic growth.

As a 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.

We are prioritizing candidates in San Francisco or Seattle for this role.

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 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 :

  • 3+ 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
  • Strong presentation, organizational, and written / verbal communication skills (written samples may be requested).
  • Enthusiasm for learning new technologies and addressing business challenges with technical solutions.
  • Familiarity with Contract Lifecycle Management (CLM) and legal operations processes.
  • Proven ability to navigate complex organizational dynamics across Legal, Sales, Procurement, and IT teams.
  • Collaborative, goal-oriented, and focused on delivering results.
  • Willingness to travel for customer meetings and conferences (up to 20%).

    • Benefits :

  • Health, dental, and vision insurance
  • 401k
  • Wellness reimbursement
  • Take what you need vacation policy
  • Generous parental leave for both primary and secondary caregivers

    • OTE Range : $120,000 - 145,000

    The OTE range represents the minimum and maximum of the OTE range for this position based at our San Francisco headquarters. The OTE offered for this position will depend on numerous factors, including individual proficiency, anticipated performance, and the location of the selected candidate. Our OTE 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.

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    Customer Manager • San Francisco, CA, US