Original listing text, shown exactly as published by the company.
What You Will Be Doing
- Lead 5-15 customer implementations simultaneously. Collaborate with other professional service team members to manage customer projects and ensure on-time delivery and successful implementations.
- Apply best practices and advise customers on managing contracts throughout the contracting lifecycle, via reports, metrics and reminders.
- Leverage your product and industry expertise to design and build customers’ contracting processes in Ironclad. Enable customers to build and maintain their Ironclad instances.
- Lead challenging conversations with customers to reset expectations and address product feedback. Advise customers on trade-offs that balance project timeline and their implementation goals.
- Serve as the internal “Voice of Customer” by regularly sharing product feedback and collaborating with our Product team.
- Proactively identify opportunities to improve our team’s implementation processes
- Respond to customer escalations in a way that inspires confidence and customer loyalty
- Collaborate cross-functionally with Sales, Support and Customer Success Managers to support the success of customers
What We're Looking For
- 4+ years of professional service and/or consulting experience with software companies (B2B SaaS and experience with integrations preferred).
- Passion for learning new technologies and driving outcomes through technical solutions.
- Demonstrated capability to establish meaningful relationships with customers, hold customers accountable, and manage customer expectations and escalations effectively.
- Ability to successfully navigate enterprise customers’ complex organizational structures - this involves deeply understanding the dynamics and priorities of customers’ Legal, Sales, Procurement and/or IT teams.
- Curiosity for listening and understanding customers’ goals and values.
- Familiarity with CLM (contract lifecycle management) and legal operations business processes.
- AI Wisdom: A grounded understanding of what AI can and can’t do in practice. You eagerly probe the edges of the technology, critically examine outputs, and can anticipate where AI is likely to fail or introduce risk in a legal context.
- Prompting Expertise: Experience diagnosing why an AI interaction went wrong and iterating on prompts to get better results, particularly in contracting scenarios. You can quickly spot issues in user prompts and coach others toward clearer, more effective instructions.
- Tinkerer Mindset: You like being on the cutting edge. You actively experiment with AI tools—inside and outside of work—to see what they can do, discover new use cases, and bring back patterns that can be standardized for customers.
- Experience learning and adapting quickly to a growing organization.
- Ironclad’s Values: Drive, Intent, Integrity, and Empathy.
Base Salary Range: $158,000 - $168,000
The base salary range represents the minimum and maximum of the salary range for this position based at our San Francisco headquarters. 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.
