Senior Customer Success Manager

Business runs on contracts. Every dollar earned, relationship formed, and advantage gained comes down to the contract that makes it real. But getting a contract done is more complicated than it should be. And when contract data is buried, leaders can’t see risks, obligations, or act in time.

Ironclad is the leading AI contracting platform that transforms agreements into assets. Contracts move faster, insights surface instantly, and agents push work forward, all with you in control. Whether you’re buying or selling, Ironclad unifies the entire process on one intelligent platform, providing leaders with the visibility they need to stay one step ahead. That’s why the world’s most transformative organizations, from OpenAI to the World Health Organization and the Associated Press, trust Ironclad to accelerate their business.

We’re consistently recognized as a leader in the industry: a Leader in the Forrester Wave and Gartner Magic Quadrant for Contract Lifecycle Management, a Fortune Great Place to Work six years running, and one of Fast Company’s Most Innovative Workplaces. Ironclad has also been named to Forbes’ AI 50 and Business Insider’s list of Companies to Bet Your Career On.

We’re backed by leading investors including Accel, Y Combinator, Sequoia, BOND, and Franklin Templeton. For more information, visit www.ironcladapp.com or follow us on LinkedIn.

As a Senior Customer Success Manager, you’ll be responsible for partnering with our largest, global customers. Your primary role is to drive adoption of the Ironclad solution and ensure your customers are maximizing the value of their investment. Additionally you’ll support the growth of the business by identifying new business opportunities, and aligning your customers to an Ironclad value framework.

Role & Responsibilities:

• Understands customer goals and desired outcomes, aligning strategies to achieve measurable objectives and success metrics
• Utilizes established Success plays to drive impactful results
• Monitors customer health, renewal timelines, and business goals to create joint strategies for success
• Leads complex customer conversations, collaborates cross-functionally to address feedback, and fosters customer confidence and loyalty
• Builds and manages relationships across a large portfolio, ensuring alignment with customer goals and strengthening partnerships
• Provides expert guidance on maximizing platform functionality, identifying new use cases, and ensuring long-term value
• Conducts Executive Business Reviews across various levels and teams of stakeholders to share outcomes, gather feedback, and refine strategies
• Stays up-to-date on product updates to enhance customer adoption
• Identifies opportunities to improve Success processes and elevate the Enterprise customer experience
  
  

Qualifications & Skills:

• 8 years of experience in customer-facing roles, preferably with SaaS enterprise customers or fast-growing technology companies.
• Demonstrated expertise in supporting large-scale technology solutions
• 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 (up to 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
  
  

OTE Range: $120,000 - $150,000

The OTE range represents the minimum and maximum of the OTE range for this position based at our San Francisco headquarters. The OTE offered for this position will depend on numerous factors, including individual proficiency, anticipated performance, and the location of the selected candidate. Our OTE 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.

Compensation Range: $120K - $150K