Ironclad – Manager of Enterprise Customer Success

San Francisco, United States
November 2, 2022
$100,000 - $200,000 / year
Full Time Remote
Application deadline closed.

Job Description

Ironclad is the #1 contract lifecycle management platform for innovative companies. L’Oréal, Staples, Mastercard, and other leading innovators use Ironclad to collaborate and negotiate on contracts, accelerate contracting while maintaining compliance, and turn contracts into critical carriers of operational business intelligence. It’s the only platform flexible enough to handle every type of contract workflow, whether a sales agreement, an HR agreement, or a complex NDA. The company was named one of the 20 Rising Stars on the Forbes 2019 Cloud 100 list and is backed by leading investors like Accel, Y Combinator, Sequoia, and BOND. For more information, visit www.ironcladapp.com or follow us on LinkedIn and Twitter.

The Ironclad Customer Success Management (CSM) and Customer Enablement (CE) teams are responsible for ensuring that every Ironclad customer is confidently using our product to drive high-value business outcomes. The Manager, Customer Success (Enterprise) role is an essential member of the CSM + CE leadership team. In this role, you will lead the Enterprise Customer Success Management team, executing against our strategy to ensure the successful adoption, maturity, and growth of our Enterprise Customer Success customers.

The ideal candidate will have a history of high performance in Customer Success roles, embraces servant leadership, and excels at driving operational excellence within the team.

#LI-Remote

What you’ll be doing:

  • Meet or exceed Gross Renewal Rate, product adoption, and customer experience targets within our Enterprise Success portfolio while reporting regularly on performance metrics
  • Hire, develop, and lead an inclusive, engaged, and high-performing team of Customer Success Managers with strategic, high-visibility books of business
  • Participate in key operational activities including forecasting, at-risk monitoring, and KPI monitoring
  • Be a key point of escalation for at-risk customers and partner with the Sr. Manager, Customer Success, Renewals leaders, and Sales leaders on risk mitigation strategies
  • Identify and implement process improvement opportunities such as systems efficiency gains and leveraging data to increase automation

What we’re looking for:

  • 4+ years of relevant experience in a Senior Customer Success or Account Management role
  • Strong track record of leading customer relationships centered around partnering to drive high-value business outcomes
  • Ability to be flexible and agile in responding to evolving business priorities and dealing with ambiguity
  • High EQ, servant leader who has experience leading and developing high-performing teams
  • Exceptional problem-solving and analytical skills
  • A strong cross-functional collaborator who capably works with other leaders to achieve shared outcomes
  • Strong executive presence and communication skills

Pursuant to the San Francisco Fair Chance Ordinance, we will consider employment-qualified applicants with arrest and conviction records.

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