High-Impact SMB Success Manager

Ivo; San Francisco (CA); On-site; USD 100,000 - 140,000; Full time

Benefits offered by this job

Relocation & visa support

Medical, dental & vision insurance

401(k) program

Commuter benefits

Unlimited PTO

Office perks: lunch, snacks, coffee, a

gy m access and dog-friendly office

Job summary

Icehouse Ventures is hiring an energetic SMB Customer Success Manager in San Francisco. You will own a large SMB book, drive adoption and retention, and scale engagement programs across a high-volume environment.

The role emphasizes onboarding efficiency, health monitoring, data-driven decision making, and collaboration with Product/Engineering to address customer needs. Relocation support and equity are offered in a fast-paced startup setting.

Qualifications

• 1+ year in a customer-facing SMB role or similar.
• Comfortable managing a large SMB book with high-volume touchpoints.
• Strong written and verbal communication.
• Data-driven prioritization using metrics.
• Self-starter who thrives in ambiguity and builds processes.
• Legal tech experience is a plus.
• Familiar with CRM/CS tools like Salesforce, Gainsight, HubSpot.

Responsibilities

• Scaled Account Management: manage a high-volume SMB book for adoption and retention.
• Onboarding & Time-to-Value: guide new customers to value quickly.
• Proactive Health Monitoring: monitor health signals and intervene to prevent churn.
• Scaled Engagement Programs: create scalable emails, articles, webinars, and playbooks.
• Product Adoption: help customers unlock more value from the Ivo platform.
• Voice of the Customer: relay feedback and requests to Product/Engineering teams.
• Support & Issue Resolution: triage inquiries and collaborate on resolutions.

Skills

1+ year experience

High-volume engagements

Excellent communication

Data-driven

Self-starter

Legal tech experience

CRM tools knowledge

Tools

Salesforce

Gainsight

HubSpot

Job description

Icehouse Ventures is hiring an energetic SMB Customer Success Manager in San Francisco. You will own a large SMB book, drive adoption and retention, and scale engagement programs across a high-volume environment.

The role emphasizes onboarding efficiency, health monitoring, data-driven decision making, and collaboration with Product/Engineering to address customer needs. Relocation support and equity are offered in a fast-paced startup setting.