Ironclad · San Francisco
Customer SupportCustomer ValueRemoteFullTimeposted 4w ago
Ironclad is the leading AI contracting platform that transforms agreements into assets. Contracts move faster, insights surface instantly, and agents push work forward, all with you in control. Whether you’re buying or selling, Ironclad unifies the entire process on one intelligent platform, providing leaders with the visibility they need to stay one step ahead. That’s why the world’s most transformative organizations, from Rivian to the World Health Organization and the Associated Press, trust Ironclad to accelerate their business.
We’re consistently recognized as a leader in the industry: a Leader in the Forrester Wave and Gartner Magic Quadrant for Contract Lifecycle Management, a Fortune Great Place to Work, and one of Fast Company’s Most Innovative Workplaces. Ironclad has also been named to Forbes’ AI 50 and Business Insider’s list of Companies to Bet Your Career On. We’re backed by leading investors including Accel, Y Combinator, Sequoia, BOND, and Franklin Templeton. For more information, visit www.ironcladapp.com or follow us on LinkedIn.
Technical Adoption Architects (TAA) are product experts and problem solvers. They are responsible for understanding our customers’ goals, validating how Ironclad can meet their critical requirements, and advising on AI-supported contracting processes to help customers realize value quickly and progress through their implementation and adoption journey. Technical Adoption Architects are core to our Customer Value team and work cross-functionally to deliver a best-in-class experience for our customers from early proof of value through activation and adoption.
We are currently only considering candidates based out of New York City, San Francisco, Chicago, and their surrounding areas. As this is a hybrid role, office attendance is required at least twice a week for collaboration and connection. There may be additional in-office days for team or company events.
Partner with Account teams and Adoption Strategists to drive customer adoption from pre-sales requirements gathering and early proof-of-value motions through strategic roadmapping, phased implementation, and successful activation. Validate product and solution fit, customer risks, and success measures, and translate those inputs into a practical path to value.
Design and build customers' contracting processes in Ironclad translating solution design into configured workflows, templates, and integrations that set them up to own and expand the platform over time. Apply strong platform architecture and technical solution-design judgment, including recommendations about integrations, sequencing, maintainability, and long-term extensibility.
Own high-value customer use cases end-to-end, determining the right technical solution approach and phased scope based on customer goals, critical requirements, and what matters most to both the buy decision and downstream adoption success.
Provide expert guidance on AI-driven contracting transformation, act as a strategic advisor, helping customers navigate safe and effective integration of AI throughout the entire contracting lifecycle. Explain what AI can and cannot do in practice, identify risks and appropriate controls, and translate AI capabilities into practical contracting workflows.
Act as a trusted thought partner and advisor to customers - building relationships, navigating complex problem-solving, resetting expectations in challenging conversations, and identifying high-value opportunities to scale their use of Ironclad. Build alignment across Legal, Sales, Procurement, IT, executive sponsors, and other stakeholder groups; identify adoption risks; and help customers navigate organizational change.
Lead executive-level demos, workshops, and enablement sessions, articulating clear value and recommendations with tradeoffs. This involves empowering customers through effective enablement, ensuring they are well-equipped to own, maintain, and expand the platform long term.
Serve as the voice of the customer inside Ironclad, feeding insights from customer engagements and direct product expertise regularly to our Product team.
Collaborate cross-functionally - with Account Team, Adoption Strategists, Enterprise Architects, Forward Deployed Engineering, Legal AI Specialists, Support, and Success - to guide customers across the full journey and support their success.
Required:
2+ years of professional services and/or consulting experience with software companies.
Passion for learning new technologies and driving outcomes through technical solutions.
You connect technical decisions to customer value, adoption outcomes, and long-term platform ownership.
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, IT, and other stakeholder groups. You can identify decision-makers, executive sponsors, influencers, and blockers and build alignment across them.
Strong consultative discovery skills with the ability to uncover customer goals, identify critical buying criteria, and translate requirements into a clear solution approach and phased roadmap.
You can validate fit, surface non-obvious constraints, define success measures, and make prescriptive recommendations in ambiguous situations.
Comfort operating in ambiguity and making sound decisions about scope, priorities, and sequencing when the right services path is not fully predefined.
Strong AI consulting instincts and practical AI fluency. You understand what AI can and cannot do in practice, can explain AI concepts clearly to customer stakeholders, and can advise on how to apply AI responsibly within contracting workflows.
A transformation mindset. You are motivated by progressing a customer through adoption journey milestones and business outcomes.
Ownership mentality for customer success. You are comfortable charting a path forward, maintaining momentum, and helping customers translate technical design into practical adoption steps.
Strong written and verbal communication, with the ability to explain complex ideas clearly. You can deliver executive-ready recommendations, communicate tradeoffs, facilitate alignment, and reset expectations with credibility and empathy.
Ironclad’s Values: Drive, Intent, Integrity, and Empathy.
Preferred:
B2B SaaS and experience with integrations strongly preferred.
Legal or contracting background is a major plus.
Hands-on experience with CLM (contract lifecycle management) and legal operations business processes.
Comfort with diagnosing why an AI interaction went wrong and iterating on prompts to get better results, particularly in contracting scenarios.
Experience learning and adapting quickly to a growing organization.
Base Salary Range: $84,000 - $105,000
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.
US Full-Time Employee Benefits at Ironclad:
100% health coverage for employees (medical, dental, and vision), and 75% coverage for dependents with buy-up plan options available
Market-leading leave policies, including gender-neutral parental leave and compassionate leave
Family forming support through Maven for you and your partner
Paid time off - take the time you need, when you need it
Monthly stipends for wellbeing, hybrid work, and (if applicable) cell phone use
Mental health support through Modern Health, including therapy, coaching, and digital tools
Pre-tax commuter benefits (US Employees)
401(k) plan with Fidelity with employer match (US Employees)
Regular team events to connect, recharge, and have fun
And most importantly: the opportunity to help build the company you want to work at
**UK Employee-specific benefits are included on our UK job postings
Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.