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Enterprise Customer Success Manager

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Ironclad

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Location:
United States , San Francisco

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Category:
Customer Service

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Contract Type:
Not provided

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Salary:

98000.00 - 123000.00 USD / Year
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Job Description:

As an Enterprise Customer Success Manager, you’ll be responsible for partnering with our largest, global customers to ensure they are fully realizing value from the Ironclad platform. Your primary role is to drive adoption through proactive engagement, product expertise, and strong analytical rigor. You will develop and execute adoption plans, monitor key usage and engagement metrics, and guide customers toward deeper utilization of Ironclad workflows and features. In addition, you will help elevate the Enterprise customer experience by providing feedback on Success processes, contributing to scalable adoption playbooks, and partnering cross-functionally to continuously improve how we drive customer outcomes.

Job Responsibility:

  • 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%)
What we offer:
  • 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
  • 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
  • Offers Equity

Additional Information:

Job Posted:
February 18, 2026

Employment Type:
Fulltime
Work Type:
Hybrid work
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