Customer Success Manager responsible for existing customers in a SaaS environment, driving adoption and ensuring long - term customer relationships through onboarding and optimization.
About the role
- Enterprise Customer Success Manager at Ironclad ensuring customer success and driving adoption of the AI contracting platform. Managing global customer relationships and providing expert guidance on platform functionality.
Responsibilities
- Understands customer goals and desired outcomes, aligning adoption strategies to achieve measurable objectives and success metrics
- Develops and drives structured adoption plans focused on platform engagement, feature utilization, and time-to-value
- Utilizes established Success plays and customer success platforms (e.g., Gainsight, Catalyst) to drive impactful adoption outcomes at scale
- Monitors customer health signals, product usage trends, and engagement metrics to proactively identify risks and opportunities
- Leads complex adoption-focused customer conversations, collaborates cross-functionally to address feedback, and fosters customer confidence and loyalty
- Collaborates with Sales teams to align and execute on adoption strategy to maximize value realized
- Provides expert guidance on maximizing platform functionality, identifying new use cases, and ensuring long-term value realization
- Conducts adoption strategy meetings and monthly adoption assessments to ensure customers are maximizing their investments
- Contributes to Executive Business Reviews and account strategy meetings across various stakeholder levels to share outcomes, gather feedback, and refine strategies
- Stays up-to-date on product updates and roadmap enhancements to improve customer enablement and adoption
- Identifies opportunities to improve Success processes, adoption workflows, and playbooks to elevate the Enterprise customer experience
Requirements
- 4+ years of experience in customer-facing roles, preferably with SaaS enterprise customers or fast-growing technology companies
- Demonstrated expertise in driving product adoption, engagement, and customer value realization through structured success motions
- Strong analytical skills with experience monitoring usage metrics and translating data into actionable adoption strategies
- Familiarity with Customer Success Platforms such as Gainsight, Catalyst, Totango, or similar tools
- 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 (10-15%)
Benefits
- 100% health coverage for employees (medical, dental, and vision), and 75% coverage for dependents with buy-up plan options available
- Market-leading leave policies, including gender-neutral parental leave and compassionate leave
- Family forming support through Maven for you and your partner
- Paid time off - take the time you need, when you need it
- Monthly stipends for wellbeing, hybrid work, and (if applicable) cell phone use
- Mental health support through Modern Health, including therapy, coaching, and digital tools
- Pre-tax commuter benefits (US Employees)
- 401(k) plan with Fidelity with employer match (US Employees)
- Regular team events to connect, recharge, and have fun
- And most importantly: the opportunity to help build the company you want to work at
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