Customer Success Manager, APAC
ivo-inc · Australia · hybrid
Why Join Ivo?Contracts are the oldest business technology in human history. They allow us to collaborate: they define what we promise each other, how we work together, and what happens when things go wrong.
Ivo builds AI products that helps companies like Meta, Uber, IBM, Intel, DoorDash, Mitsubishi Electric, and Coinbase solve their most difficult contracting problems. We think that large language models have created an opportunity to fundamentally change how businesses collaborate with each other.
At Ivo you will work on challenging problems with colleagues who have high standards for each other, move fast, and care deeply about their craft.
Overview:
We are looking for our Founding APAC Enterprise Customer Success Manager in our Australian office. This role will be our first customer success manager role in Australia and will be a key part of building and scaling our APAC presence as Ivo scales globally. You will be responsible for supporting and onboarding our Australian customers and making Ivo a huge success in the APAC market.
As part of this role, you will be front and center for our APAC enterprise customers, responsible for supporting some of the largest and most recognizable brand names in the APAC region, with hundreds of Ivo users across multiple regions and business units.
You’ll be responsible for:
- Customer Onboarding & Success Planning: Lead customer users through the onboarding and training process and establish success plans tailored to their goals and requirements.
- Customer Support & Issue Resolution: Act as the primary contact for enterprise customer inquiries, providing timely and effective resolutions to ensure optimal product usage and adoption.
- Account Ownership: Take over customer accounts and manage them to achieve long-term retention and satisfaction; act as the “quarterback” for assigned accounts and a trusted advisor for our key stakeholders, overseeing all aspects of their experience with Ivo.
- Customer Education: Provide product demonstrations, lead training sessions, and guide customers through best practices in legal AI, ensuring they become experts in our solution.
- Product Advocacy & Business Reviews: Develop and present resources such as support articles, best practices, customer documentation, and conduct regular strategic business reviews with key leaders and stakeholders to ensure the continued success of our users.
- Strategic Growth Support: Create and implement enterprise customer success plans for your accounts to emphasize our product’s value and secure renewals and upsells.
- Value Focused: Demonstrate deep strategic understanding of your customers’ problems and environment in order to address them and deliver customer value.
- Trusted Advisor: Serve as a trusted advisor by building relationships across your portfolio of customers, engaging with users at all levels within your customers regularly, managing escalations and conducting regular strategic reviews and feedback sessions.
- Usage and Adoption: Drive user-level adoption of the platform throughout customer engagements to help maximise usage.
- Voice of the Customer: Serve as the voice of the customer internally by advocating for the most significant challenges our customers face.
Qualifications:
- Have 5-10 years of experience in a SaaS enterprise customer success or account management role; experience in legal tech or with legal professionals is a strong plus.
- Can demonstrate a proven track record of working with enterprise customers (businesses with >10,000 employees)
- Have exceptional communication and interpersonal skills: you’re presentable, confident, and value-driven in your professional relationships.
- Have a strong understanding of customer success strategies, retention planning, and value-based selling techniques.
Ivo might be a good fit for you if you:
- Would describe yourself as being relentlessly resourceful.
- Have a strong internal sense of urgency. You have a bias towards doing things today, rather than tomorrow.
- Operate in a resourceful and proactive way in your work.
- Are excited about the chance to work five days in office - our team is primarily based in an office in downtown San Francisco and this role requires the successful candidate to work with us in-person 5 days a week in that office.
FAQ
- What stage of growth is Ivo at?: We recently raised our Series B after growing 6x in 12 months.
- Is this a chill gig?: Startups are very hard, especially if they’re growing fast. You’ll have a ton of responsibility, and there’s always an enormous amount of stuff to do. It’s hard work but the payoff is uncapped.
Ivo is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.