Ironclad is the leading AI-powered contract lifecycle management platform, processing billions of contracts every year.

Every business is powered by contracts, but managing them can slow companies down and cost millions of dollars. Global innovators like L’Oréal, OpenAI, and Salesforce trust Ironclad to transform contracting into a strategic advantage - accelerating revenue, reducing risk, and driving efficiency. It’s the only platform that manages every type of contract workflow, whether a sales agreement, an HR agreement or a complex NDA.

We’re building the future of intelligent contracting and writing the narrative for how contracts unlock strategic growth. Forrester Wave and Gartner Magic Quadrant have consistently recognized Ironclad as a leader in our category. We’ve also been named one of Fortune’s Great Places to Work six years running, featured on Glassdoor’s Best Places to Work, and recognized by Forbes’ 50 Most Promising AI Companies.

We’re backed by leading investors like Accel, Sequoia, Y Combinator, and BOND. We’d love for you to join us!

This is a hybrid role based out of London. Office attendance is required at least twice a week on Tuesdays and Thursdays for collaboration and connection. There may be additional in-office days for team or company events.

As a 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.

What You Will Be Doing:

• 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

Key Skills:

• 4 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:

  • Private Medical & Dental insurance, covered at 100% for you and dependents

  • Life assurance and Income Protection

  • Generous leave policies, including parental leave, medical leave and compassionate leave

  • Family-forming support through Maven for you and your partner

  • Monthly stipends for wellbeing, hybrid work, and (if applicable) phone use

  • One-time home office setup stipend

  • Standard pension contribution scheme

  • Regular team events to connect, recharge, and have fun

  • And most importantly: the opportunity to help build the company you want to work at

Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.