Head of Customer Success
This is a pivotal leadership role at a rapidly scaling AI startup that has recently tripled its revenue and secured significant venture backing. The position offers the rare chance to build a global customer success department from the ground up, overseeing a portfolio of world-renowned brands. It is an ideal opportunity for a strategic operator who wants to define the customer experience for a category-defining product.
Ivo
Lakeshore, California, United States · Posted 1 May 2026
The role
Overview
The hiring side
About Ivo
Ivo is a mid-sized employer working in legal tech / ai software, based in Lakeshore, California, United States.
Legal Tech / AI Software
Medium
Lakeshore, California, United States
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Research IvoWhat they need
Requirements & Skills
Key Responsibilities
- Recruit and mentor a high-performing team of Customer Success Managers
- Develop scalable playbooks for onboarding, business reviews, and escalations
- Analyze usage data to drive deep product adoption across various regions and departments
- Partner with Account Management to secure renewals and minimize churn
- Translate customer insights into actionable feedback for the Product and Engineering teams
Essential
- Proven experience in a senior leadership role within Customer Success
- Demonstrated ability to build and scale CS functions from scratch
- Experience managing both enterprise and mid-market customer segments
- Strong background in driving user adoption and product stickiness
- Accountability for logo retention and renewal metrics
- Experience recruiting and developing high-performing CSM teams
Preferred
- Experience in AI-native or legal-tech software sectors
- Background in high-growth, Series B or later startup environments
- Expertise in designing cross-functional feedback loops with Product and Engineering
Key Skills
Networking
People to Know
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Perks
Benefits & perks
- Opportunity to lead at a high-growth Series B startup
- Work with a prestigious global client list (Uber, IBM, Canva, etc.)
- High-impact role with significant autonomy
- Collaborative, cross-functional work environment
- Professional career development and team-building opportunities
Next step
Apply now
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