Manager, Customer Success (Premier)

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.

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

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

What you’ll be doing

• Meet or exceed Gross Renewal, adoption, and customer satisfaction targets within our Premier Success portfolio and report out regularly on performance metrics. 

• Hire, develop and lead an inclusive, engaged, and high performing team of Customer Success Managers with mid-sized portfolios

• 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 Vice President, Customer Success on risk mitigation strategies

• Identify and implement process-improvement opportunities; such as systems efficiency gains and leaning into data resulting in increased automation

• Strong team coaching and mentoring abilities 

What we’re looking for

• 4+ years 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

• High EQ, servant leader who has experience leading with or without management titles

• Exceptional problem solving and analytical skills

• Strong cross-functional collaborator who capably works with other leaders to achieve shared outcomes

• Strong executive presence and communication skills
  
  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: $135,000 - $155,000

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.