Mid-Market Customer Success Manager — Growth & Retention

Ivo Inc.; San Francisco (CA); On-site; USD 120,000 - 180,000; Full time

Benefits offered by this job

Equity

Relocation & Visa Support

Health & Wellness

Flexible Spending & Insurance

401(k) Program

Commuter Benefits

Unlimited PTO

Job summary

Ivo Inc. is seeking a Mid Market Customer Success Manager to own a growing mid-market portfolio and drive onboarding, adoption, and renewals at scale. You’ll support a large number of accounts with templated processes, ensuring customers achieve maximum value from our product.

You’ll collaborate with cross-functional teams, provide product education, and identify upsell opportunities early using usage signals. A startup environment and urgency are valued.

Qualifications

• 3–7 years in SaaS customer success or account management.
• Experience managing a high-volume mid-market portfolio, ideally with legal tech or legal professionals.
• Exceptional communication and interpersonal skills for conversations over the phone and in groups.
• Strong understanding of customer success strategies, retention planning, and scalable processes.
• Ability to triage and prioritize across many accounts to maximize renewal and growth.

Responsibilities

• Lead scalable onboarding and success planning for a high volume of accounts.
• Serve as primary point of contact for inquiries and resolve issues quickly.
• Own and manage a large mid-market portfolio with priority based on risk and opportunity.
• Demonstrate product value through demos, trainings, and best-practice guidance.
• Run business reviews and create playbooks to scale across accounts.

Skills

SaaS Customer Success

Account management

High-volume portfolio

Communication

Retention strategy

Job description

Ivo Inc. is seeking a Mid Market Customer Success Manager to own a growing mid-market portfolio and drive onboarding, adoption, and renewals at scale. You’ll support a large number of accounts with templated processes, ensuring customers achieve maximum value from our product.

You’ll collaborate with cross-functional teams, provide product education, and identify upsell opportunities early using usage signals. A startup environment and urgency are valued.