SMB Customer Success Pro: Scale Adoption & Retention

Ivo AI Inc; San Francisco (CA); On-site; USD 90,000 - 150,000; 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

Office Perks

Job summary

Ivo AI Inc in San Francisco is seeking a customer-obsessed SMB Customer Success Manager to grow and retain our SMB base. You will own a large book of business, drive adoption, and prevent churn through scalable processes.

You will build onboarding experiences, monitor health signals, and collaborate with Product/Engineering to relay feedback. Equity benefits accompany competitive compensation.

Qualifications

• 1+ year in a customer-facing role (SMB CS, account management, sales development, or similar).
• Comfortable managing a large book of accounts with high-volume, tech-touch engagement.
• Strong written and verbal communication; ability to explain complex concepts simply.
• Data-driven mindset; use metrics to prioritize and spot risk early.
• Self-starter who thrives in ambiguity and can build processes.
• Experience in legal tech or with legal professionals is a plus.
• Familiarity with CRM/CS tools (Salesforce, Gainsight, HubSpot) is a plus.

Responsibilities

• Scaled Account Management: Manage a high-volume SMB book and drive adoption and retention.
• Onboarding & Time-to-Value: Guide new customers through onboarding to value quickly.
• Proactive Health Monitoring: Track usage, engagement, and support signals to prevent churn.
• Scaled Engagement Programs: Create scalable resources—emails, articles, webinars, playbooks.
• Product Adoption: Understand each customer use case and unlock more value from the platform.
• Voice of the Customer: Relay feedback and feature requests to Product/Engineering.
• Support & Issue Resolution: Triage issues and coordinate with technical teams.

Skills

Customer-facing

Excellent communication

Data-driven

Self-starter

Startup experience

Tools

Salesforce

Gainsight

HubSpot

Job description

Ivo AI Inc in San Francisco is seeking a customer-obsessed SMB Customer Success Manager to grow and retain our SMB base. You will own a large book of business, drive adoption, and prevent churn through scalable processes.

You will build onboarding experiences, monitor health signals, and collaborate with Product/Engineering to relay feedback. Equity benefits accompany competitive compensation.