Vice President of Customer Success

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.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

Responsibilities

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.Reporting to the SVP, Customer Success - lead our global Success organization of CSMs, Customer Education, and Scaled Success.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.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.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.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.Company information: Digitize your contracts with Ironclad, the world’s #1 Contract Lifecycle Management (CLM) platform. Ironclad is the simple, secure way to create and collaborate on contracts, giving users a modern, all-in-one, customizable experience. Every company 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. It’s the only platform flexible enough to handle every type of contract workflow: sales agreements, HR agreements, complex NDAs, and more. Ironclad recently reached a $3.2B Valuation with a $150M Series E Investment round. Ironclad’s innovation and work culture has been recognized by Forbes’ 50 Most Promising AI Companies in 2021, Fortune’s Best Small & Medium Workplaces 2021, One of 25 Highest-Rated Cloud Computing Company Employers by Battery Ventures and Glassdoor, Fast Company’s 2020 Best Workplaces for Innovators, Glassdoor’s best Machine Learning startup, Enterprise Tech 30 List, and is 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.Enterprise Software, Manufacturing, Construction, Technology, Cloud Computing, Engineering, Software as a Service (SaaS), Energy, Legal Technology, Contract Management.Company Specialties:SaaS, Legal, Contract Management, Legal operations, Legal tech, Contracts, Contract management software, Workflow automation, Contract processes, Corporate counsel, and Commercial.

#J-18808-Ljbffr