Hiring: Head of Customer Success Company: Ivo Location: San Francisco, CA Job Posted Time: 2026-09-14 12:44:52 Target Skills & Keywords : LLM, SaaS About the job Experience: •7+ years of experience in customer success, account management, or related roles within B2B SaaS, with at least 3 years leading and scaling customer success teams. •At least 3 years leading and scaling customer success teams. Required Skills: •We are seeking an experienced and visionary Head of Customer Success to build and lead our customer success function. This role represents a critical investment in ensuring our customers achieve extraordinary outcomes with Ivo. •Build and Lead the Team: You will recruit, develop, and lead a high-performing team of Customer Success Managers. You'll establish the culture, standards, and expectations that define what world-class customer success looks like at Ivo, creating an environment where CSMs can do their best work while growing their careers. •Design the Customer Success Machine: You will build the processes, playbooks, and systems that drive consistent, scalable customer outcomes. This includes onboarding frameworks, health scoring methodologies, business review cadences, and escalation protocols—creating repeatable motions that work across both enterprise and mid-market segments. •Own Retention: You will be accountable for logo retention and ensuring customers renew. You'll partner closely with the account management team to support renewals and ensure customers see Ivo as an indispensable part of their operations. •Establish Operational Excellence: You will build the analytics and reporting infrastructure to measure customer health, predict risk, and demonstrate the impact of customer success investments. You'll create visibility into your team's performance and continuously iterate to improve outcomes. Qualifications: •You have a demonstrated track record of success with enterprise customers (companies with 10,000+ employees). You understand the complexity of navigating and delivering success to large organizations and you know how to drive adoption and value across sprawling customer environments. •You're energized by the chance to shape something from the ground up. •You can work with a blank slate and turn learnings into repeatable, scalable processes. •Demonstrated data-driven approach to your work, using metrics to inform decisions and demonstrate impact. •You're a skilled communicator who can build relationships at every level—from frontline users to C-suite executives, both with customers and internally. •You would describe yourself as relentlessly resourceful. You have a bias toward action, a strong internal sense of urgency, and the resilience to navigate complexity while maintaining momentum. •The ideal candidate will have experience in Customer Success positions at large, SaaS B2B companies. Experience working with legal tech or working with legal professionals is a bonus. •Operational familiarity with AI/ML products and the ability to articulate technical concepts to non-technical audiences is highly valuable. •Would describe yourself as being relentlessly resourceful. •You have a strong internal sense of urgency. You have a bias towards doing things today, rather than tomorrow. Compensation: •$250,000 - $300,000 / year •Equity: Meaningful ownership in a company that's scaling fast Interested candidates, please apply directly through the job posting on company's career page or try via AI auto apply on this platform. Don't miss this opportunity to join a forward-thinking team!