Mid-Market SaaS Customer Success - Growth & Renewals

Icehouseventures; San Francisco (CA); On-site; USD 110,000 - 150,000; Full time

Benefits offered by this job

Equity

Relocation and visa support

Health, dental, vision

401(k) Program

Commuter benefits

Unlimited PTO

Job summary

Ivo is seeking a Mid Market Customer Success Manager to own a growing portfolio of mid-market SaaS accounts in San Francisco. You will lead onboarding, adoption, and renewals at scale, while acting as the trusted advisor across a broad book of business.

The role emphasizes scalable processes, data-driven renewal opportunities, and effective cross-functional collaboration to drive customer value and retention.

Qualifications

• 3–7 years of experience in a SaaS customer success or account management role.
• Experience managing a high-volume portfolio of mid-market accounts is preferred.
• Exceptional communication and interpersonal skills with the ability to drive conversations over calls and group settings.

Responsibilities

• Scaled onboarding and success planning for a high-volume portfolio.
• Serve as the primary contact for customer inquiries and issue resolution.
• Own and manage a large book of mid-market accounts with risk- and usage-based prioritization.
• Provide product demonstrations and lead training sessions to ensure customer expertise.
• Build and maintain content, playbooks, and business reviews that scale across accounts.
• Identify renewal and upsell opportunities using data and usage signals.
• Drive adoption through scalable engagement tactics (in-app guidance, email campaigns, office hours)
• Feed customer feedback to inform product and process improvements.

Skills

Account management

SaaS

Communication

Prioritization

Job description

Ivo is seeking a Mid Market Customer Success Manager to own a growing portfolio of mid-market SaaS accounts in San Francisco. You will lead onboarding, adoption, and renewals at scale, while acting as the trusted advisor across a broad book of business.

The role emphasizes scalable processes, data-driven renewal opportunities, and effective cross-functional collaboration to drive customer value and retention.