Vice President Management

Found in: Jooble US O C2 - 2 weeks ago

San Francisco CA, United States Ironclad Full time

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.
We’re a leader in the Forrester Wave for Contract Lifecycle Management. 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. For more information, visit 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.
Reporting to the SVP, Customer Success - lead our global Success organization of CSMs, Customer Education, and Scaled Success. Act as deployment or account executive sponsor for key accounts. Partner closely with Finance and CS Operations to maintain an accurate global capacity model that supports data based hiring strategies
Establish and maintain a culture of mutual accountability between the Customer Success team and customers. Key Performance Metrics:
Gross Renewal Rate and Net Dollar Retention
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.
~ 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.
~ Comfortable traveling for work as needed (expected
Health, dental, and vision insurance
~Wellness reimbursement
~ Take what you need vacation policy
~ 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.

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