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Vice President of Customer Success

Ironclad

Ironclad

Customer Service, Sales & Business Development
San Francisco, CA, USA
Posted on Thursday, December 28, 2023

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.


Our Customer Success team is at the center of our mission to power the world’s contracts. Working cross-functionally, and with our Customers, this team ensures we’re building a product legal team’s love. We’re looking for an experienced Customer Success leader to bring their experience in leading and scaling teams to drive customer adoption and retention with effective engagement strategies. You will work cross-functionally with sales, engineering and the rest of the Customer Success organization to take our best-in-class customer experience to the next level as we grow into a global organization.

What you’ll be doing:

  • Reporting to the SVP, Customer Success - lead our global Success organization of CSMs, Customer Education, and Scaled Success. This team provides both aligned and scaled success offerings as well as providing in person and on-demand customer education.

  • Develop and maintain customer relationships with our install base to drive adoption and value realization. Act as deployment or account executive sponsor for key accounts. Handle customer escalations as needed.

  • Partner closely with Finance and CS Operations to maintain an accurate global capacity model that supports data based hiring strategies

  • Evaluate and update paid Success plan offerings to ensure they deliver maximum value and positively influence GRR and NDR metrics.

  • Coach and mentor the CS leadership team, and provide an effective career development framework for CS team members.

  • Establish and maintain a culture of mutual accountability between the Customer Success team and customers. Advocate for our customers' needs and rally resources to support them when needed.

  • Ensure product feedback is effectively channeled to our Engineering team via Voice of the Customer and similar programs.

Key Performance Metrics:

This role will primarily be responsible for the following metrics:

  • Gross Renewal Rate and Net Dollar Retention

  • Install base Health

  • Cost to serve and team efficiency

What we’re looking for:

  • 15+ years of career experience in consulting and customer success for software companies, B2B SaaS preferred, including 5+ years in professional services leadership or 5+ years in customer success leadership.

  • Demonstrated capability to establish meaningful relationships with customers, hold customers accountable, manage customer expectations and escalations effectively.

  • A strong people leader with a proven ability to attract, motivate, develop, and retain top talent.

  • Experience working with Partner ecosystems.

  • Ability to successfully navigate complex organizational structures (internal and external), often with highly ambiguous objectives and success criteria.

  • Familiarity with CLM and legal ops business processes.

  • Experience building and managing a team with the ability to effectively balance resources based on customer needs and internal processes.

  • Proven ability to implement operational management systems including project status reporting, and resource planning.

  • Demonstrated ability to maintain relationships and alignment with other internal teams and stakeholders, especially Sales, Professional Services and Product teams.

  • Outstanding interpersonal skills, along with strong communication skills both verbal and written.

  • Comfortable traveling for work as needed (expected < 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: $225,000 - $275,000

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.