Customer Success Manager, Ironclad

Premier

$135-155k

+ Equity. Salary stated is for SF candidates. Salary for NY candidates may differ

Mid and Senior level
New York
San Francisco Bay Area
Ironclad

Enterprise software for managing contracts

Job no longer available

Ironclad

Enterprise software for managing contracts

501-1000 employees

B2BArtificial IntelligenceEnterpriseLegalMachine LearningSaaS

Job no longer available

$135-155k

+ Equity. Salary stated is for SF candidates. Salary for NY candidates may differ

Mid and Senior level
New York
San Francisco Bay Area

501-1000 employees

B2BArtificial IntelligenceEnterpriseLegalMachine LearningSaaS

Company mission

To power the world’s contracts.

Role

Who you are

  • 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
  • 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

What the job involves

  • 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
  • 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

Our take

Business contracting is often inefficient and messy, with approvals required from various stakeholders and many processes still paper-based. Ironclad is a platform that digitises, automates, and streamlines contract workflows, allowing legal teams to focus on legal work rather than paperwork. Ironclad’s platform features collaborative tools that facilitate business operations and extract and catalog contract metadata, making information easier to access and act upon. Its enterprise customers include Dropbox, Mastercard, Pixar, Fox, and L’Oréal.

Despite its success, Ironclad faces competition in the $3 billion contract lifecycle management industry from major players like DocuSign and emerging ones like Contractbook. The company recently announced Ironclad Signature, marking its entry into the $25 billion eSignature market. The new feature speeds up the signature process by an estimated 80% and provides summaries and approval histories to users. This new tool is expected to strengthen Ironclad's position in the sell-side contract lifecycle management market.

Additionally, Ironclad introduced value-based pricing, charging only for completed, signed agreements, unlike other providers who charge for every signature packet sent out. Ironclad, backed by investors like Accel, Sequoia, Y Combinator, and BOND, remains committed to innovating and maintaining its leadership in the contract lifecycle management space.

Kirsty headshot

Kirsty

Company Specialist

Insights

Top investors

Some candidates hear
back within 2 weeks

-3% employee growth in 12 months

Company

Funding (last 2 of 7 rounds)

Jan 2022

$150m

SERIES E

Dec 2020

$100m

SERIES D

Total funding: $334.1m

Company benefits

  • Dental, and vision insurance
  • 401K
  • Wellness reimbursement
  • Flexible vacation policy
  • Generous parental leave for both primary and secondary caregivers
  • Work from home opportunities
  • Health insurance

Company values

  • Intent
  • Empathy
  • Drive
  • Integrity

Company HQ

South Beach, San Francisco, CA

Leadership

Cai GoGwilt

(CTO & Chief Architect)

Studied HSPS at Cambridge, and Computer Science at MIT. Was a Summer Technology Analayst at Goldman Sachs. Worked as a Research Assistant at MIT. Was a Software Engineer at Palantir.

Former Corporate Lawyer at Fenwick and Professor of Law at the University of Notre Dame before founding Ironclad in 2014.

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