Lead Clinical Specialist, CRM
Abbott
Customer Success Operations Manager
Ironclad
full-time
Posted on:
Location: California • 🇺🇸 United States
Visit company websiteSalary
💰 $125,000 - $145,000 per year
Job Level
Mid-LevelSenior
About the role
- Ironclad is an AI-powered contract lifecycle management platform trusted by enterprises
- Serve as a strategic thought partner to CS leadership and a force multiplier for the CS team
- Build and maintain a world-class customer success toolkit, standardized processes, and templates
- Design and refine customer journey touchpoints, internal workflows, and engagement models
- Track and analyze leading indicators of customer health, adoption, and retention and provide recommendations
- Identify pockets of risk and opportunity using systems data and qualitative feedback
- Ensure data accuracy and consistency across systems (e.g., Salesforce, Catalyst) and implement data controls
- Translate business requirements into technical specifications and communicate insights to diverse audiences
- Enforce operational compliance and maintain quality standards in customer execution
- Lead cross-functional coordination to improve account planning, risk mitigation, and customer transitions
- Build, iterate, and document scalable processes and maintain a central CS operations knowledge base
- Manage CS operations tasks and programs end-to-end, including reporting, tooling, systems management, and special projects
Requirements
- 5-7+ years in GTM Strategy & Operations or Analytics roles, with at least 3 years supporting a Customer Success organization
- Proven ability to design, implement, and scale processes across a growing team
- Analytical mindset with strong attention to detail — able to extract insights from complex data and make clear recommendations
- Familiarity with Customer Success platforms and metrics (e.g., Catalyst, Salesforce, health scores, NRR, time-to-value)
- Strong project management and cross-functional collaboration skills
- Clear and persuasive communicator with the ability to drive clarity and alignment across stakeholders
- Self-starter who can operate with autonomy and maintain momentum in fast-paced, evolving environments
