Job Opportunities API

WHY JOIN IVO? Every civilization runs on the same infrastructure: agreements between people who don't fully trust each other. Sumerians pressed them into clay. Romans carved them into stone. We bury them in 80-page PDFs.   The way those agreements are reviewed hasn't changed in four thousand years - a human reads the whole thing and tries not to miss anything. We're building the AI that finally changes that. Ivo is the contract intelligence platform of choice for companies like Uber, Meta, Canva, IBM, and Shopify. We recently raised our Series B and have grown 800% over the last 12 months.   POSITION OVERVIEW 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.   This is a leadership role for a builder. You will design and scale the systems, processes, and team that drive user adoption of Ivo, ensuring that users are as obsessed with Ivo as we are. You'll own the full customer success motion across our enterprise and mid-market segments, leading a team of world-class CSMs dedicated to making every user successful. WHAT YOU'LL DO - 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. - Drive User Adoption User adoption is the north star for customer success at Ivo. You will own the strategies, playbooks, and metrics that drive deep, sustained product usage across customer organizations. This means understanding what drives individual users to adopt Ivo and create programs that turn occasional users into power users. You'll measure success through active usage rates, feature adoption, and time-to-value. You’ll design a customer experience that ensures that every customer, no matter the size, realizes the full potential of our platform through widespread adoption across their teams, departments, and regions. - 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. - Be the Voice of the Customer This is a cross-functional role and you will work closely with the product team in particular. You will serve as the primary advocate for customer needs within Ivo. Working hand-in-hand with Product, Marketing, and Engineering, you'll translate customer feedback and patterns into product improvements, content, and go-to-market strategies that strengthen our market position. - 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. WHAT YOU'LL BRING - 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. - Experience building or significantly growing a CS function and can demonstrate a deep experience what it takes to go from good to great. - You have a demonstrated track record of success with enterprise customers (companies with 10,000+ employees). You understa