Customer Success Manager, Enterprise

Job Description

Ironclad is the #1 contract lifecycle management platform for innovative companies.  Every company, in every country, in every industry runs on contracts, but managing these contracts slows companies down and costs them millions of dollars. 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. 

Ironclad is writing the narrative that shows how beautiful and functional contracting will change business. We’re a leader in the Forrester Wave for Contract Lifecycle Management. We have been recognized as a Fortune Great Place to Work for four consecutive years. Our innovation and work culture have been recognized by Glassdoor's Best Places to Work 2023, Forbes’ 50 Most Promising AI Companies, Wing Venture Capital's Enterprise Tech 30, and Gartner's Magic Quadrant. We work in a highly collaborative environment, and strive to foster a positive, inclusive culture.  We’re 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.

As an Enterprise Customer Success Manager, you’ll be responsible for partnering with our largest, global customers. Your primary role is to drive adoption of the Ironclad solution and ensure your customers are maximizing the value of their investment. Additionally you’ll support the growth of the business by identifying new business opportunities, and aligning your customers to an Ironclad value framework.  

This role will be based out of our San Francisco office, which has an in-person requirement on Tuesdays. However, we are open to PST-based remote candidates as well.

Role & Responsibilities:

• Understands customer goals and desired outcomes, aligning strategies to achieve measurable objectives and success metrics

• Utilizes established Success plays to drive impactful results

• Monitors customer health, renewal timelines, and business goals to create joint strategies for success

• Leads complex customer conversations, collaborates cross-functionally to address feedback, and fosters customer confidence and loyalty

• Builds and manages relationships across a large portfolio, ensuring alignment with customer goals and strengthening partnerships

• Provides expert guidance on maximizing platform functionality, identifying new use cases, and ensuring long-term value

• Conducts Business Reviews across various levels and teams of stakeholders to share outcomes, gather feedback, and refine strategies

• Stays up-to-date on product updates to enhance customer adoption

• Identifies opportunities to improve Success processes and elevate the Enterprise customer experience

Qualifications & Skills:

• 3+ years of experience in customer-facing roles, preferably with SaaS enterprise customers or fast-growing technology companies.

• Demonstrated expertise in supporting large-scale technology solutions

• Strong presentation, organizational, and written/verbal communication skills (written samples may be requested).

• Enthusiasm for learning new technologies and addressing business challenges with technical solutions.

• Familiarity with Contract Lifecycle Management (CLM) and legal operations processes.

• Proven ability to navigate complex organizational dynamics across Legal, Sales, Procurement, and IT teams.

• Collaborative, goal-oriented, and focused on delivering results.

• Willingness to travel for customer meetings and conferences (up to 20%).
  
  Benefits:

• Health, dental, and vision insurance

• 401k

• Wellness reimbursement

• Take what you need vacation policy

• Generous parental leave for both primary and secondary caregivers

Base Salary Range: $105,000 - $125,000

The base salary range represents the minimum and maximum of the salary range for this position based at our San Francisco headquarters. The actual base salary offered for this position will depend on numerous factors, including individual proficiency, anticipated performance, and the location of the selected candidate. Our base salary is just one component of Ironclad’s competitive total rewards package, which also includes equity awards (a new hire grant, along with opportunities for additional awards throughout your tenure), competitive health and wellness benefits, and a commitment to career growth and development.

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