Growth-Focused SMB Customer Success Manager

Ivo AI Inc; San Francisco (CA); On-site; USD 90,000 - 130,000; Full time

Benefits offered by this job

Relocation & Visa Support

Health & Vision Plans

Flexible Spending & Insurance

401(k) Program

Commuter Benefits

Unlimited PTO

Office Perks

Job summary

Ivo AI Inc is seeking a SMB Customer Success Manager to own a large book of SMB accounts, drive adoption, and retain customers at scale. You’ll guide onboarding, monitor health signals, and build scalable programs to maximize value from the Ivo platform.

You’ll work in a fast-growing startup with a customer-obsessed culture, collaborating with product and engineering to relay feedback and resolve issues. Relocation to SF support is offered where applicable.

Qualifications

• 1+ year in a customer-facing role.
• Experience with high-volume, tech-touch engagement.
• Strong written and verbal communication.
• Data-driven mindset using metrics to prioritize actions.
• Self-starter who thrives in ambiguity and builds processes.
• Experience in legal tech or with legal professionals is a plus.
• Familiarity with CRM/CS tools (Salesforce, Gainsight, HubSpot).

Responsibilities

• Scale account management for a high-volume SMB book to drive adoption and retention.
• Guide onboarding to help customers reach value quickly.
• Monitor customer health signals and intervene to prevent churn.
• Create scalable engagement resources (emails, articles, webinars, playbooks).
• Develop deep understanding of each customer’s use case to increase value.
• Capture and relay customer feedback to Product and Engineering teams.
• Efficiently triage support inquiries with the technical team.

Skills

Customer success

Data-driven

Strong communication

Self-starter

Tools

Salesforce

Gainsight

HubSpot

Job description

Ivo AI Inc is seeking a SMB Customer Success Manager to own a large book of SMB accounts, drive adoption, and retain customers at scale. You’ll guide onboarding, monitor health signals, and build scalable programs to maximize value from the Ivo platform.

You’ll work in a fast-growing startup with a customer-obsessed culture, collaborating with product and engineering to relay feedback and resolve issues. Relocation to SF support is offered where applicable.