Mid-Market CS Manager: Scale Onboarding & Retention

Ivo Inc.; San Francisco (CA); On-site; USD 90,000 - 140,000; Full time

Benefits offered by this job

Competitive Compensation

Equity

Relocation and Visa Support

Health & Wellness

Flexible Spending & Insurance

401(k) Program

Commuter Benefits

Unlimited PTO

Job summary

Ivo Inc. in San Francisco is seeking a Mid Market Customer Success Manager to own a growing portfolio of mid-market accounts.

You’ll lead scalable onboarding, drive adoption, and manage renewals across a large book of business, prioritizing risk and opportunity with data-driven playbooks. You’ll deliver product demonstrations, trainings, and best-practice guidance at scale, acting as a trusted advisor to customers.

Qualifications

• 3-7 years in a SaaS customer success or account management role.
• Experience managing a large book of mid-market accounts.
• Strong communication and interpersonal skills.
• Ability to drive retention through scalable processes.

Responsibilities

• Scaled onboarding & success planning for a high volume of accounts.
• Customer support & issue resolution for your portfolio.
• Portfolio ownership with prioritization based on risk and usage signals.
• Customer education at scale with product demonstrations and trainings.
• Product advocacy & business reviews with streamlined playbooks.
• Identify renewal and upsell opportunities early using data.
• Develop a value-focused understanding of each customer's use case.
• Act as a trusted advisor with regular touchpoints and escalation management.
• Drive adoption through scalable engagement, not high-touch customization.
• Capture voice of the customer to inform product/process improvements.

Skills

SaaS customer success

Account management

High-volume portfolio management

Communication

Relationship building

Startup experience

Job description

Ivo Inc. in San Francisco is seeking a Mid Market Customer Success Manager to own a growing portfolio of mid-market accounts.

You’ll lead scalable onboarding, drive adoption, and manage renewals across a large book of business, prioritizing risk and opportunity with data-driven playbooks. You’ll deliver product demonstrations, trainings, and best-practice guidance at scale, acting as a trusted advisor to customers.