Customer Success Manager

Clio • Vancouver, BC

75d • Hybrid

About The Position

Clio is the global leader in legal AI technology, empowering legal professionals and law firms of every size to work smarter, faster, and more securely. We are transforming the legal experience for all by bettering the lives of legal professionals while increasing access to justice. Summary: Clio is transforming how lawyers manage their practice, and we’re seeking a Customer Success Manager to join our Customer Success Management team in Vancouver, Calgary or Toronto. What your team does: Our Customer Success team is hyperfocused on providing an exceptional customer lifecycle experience. We are a dedicated team who enjoy what we do and are serious about making a positive impact on our customers’ businesses. Who you are: As a Clio Customer Success Manager, you are highly organized and a consummate people-person. You deliver consistent, high value experiences, while driving customers towards their strategic business goals. You’re an experienced relationship builder, customer advocate and have well developed skills in executing the day-to-day requirements of a CSM. If you’re excited and motivated to solve complex business problems through innovation and creativity, have a relentless drive for trying and testing new tactics and exercising laser focus on what needs to be done, then this role may be for you!

Requirements

• Self-motivation, collaboration skills, and passion for exceeding customer expectations
• Strong communication and relationship leadership skills, with the ability to effectively navigate organizations and champion joint partnerships
• Ability to prioritize, multi-task, and perform optimally in ambiguous environments
• Proactive customer management and sales instincts with a drive to promote revenue and growth
• Highly effective at leading and facilitating executive meetings and workshops
• Experience with account planning, managing and executing customer success plans
• Adaptable and growth oriented mindset open to feedback both delivering and receiving
• 3+ years of customer-facing experience in a B2B/Enterprise SaaS environment as a Customer Success Manager, Account Executive/Manager, Sales Engineer

Nice To Haves

• Experience with Salesforce or other SaaS tools
• Proven track record of portfolio management and understanding of Customer Success
• Experience working with API-driven applications
• Proven track record in a dynamic startup environment

Responsibilities

• Develop and manage value-based relationships with a portfolio of Clio’s highest-value accounts while maintaining net positive retention.
• Maintain high levels of customer engagement and satisfaction, with a focus on adoption and workflow optimization to drive strong renewal and upsell outcomes.
• Partner with customers to deliver an exceptional experience and support predictable growth by acting as a trusted business partner.
• Understand firm needs, tech stack, and how Clio’s solutions not only fit into but enhance the customer’s ecosystem for a better client experience.
• Leverage AI-powered insights and tools to proactively identify customer needs, improve outcomes, drive strategic interactions, retention and growth.
• Guide customers in adopting and optimizing Clio’s AI product capabilities to improve to unlock measurable business impact.
• Educate and support customers on adopting AI-powered features, helping them understand the impact on efficiency, client experience, and business value.
• Collaborate cross-functionally to share customer feedback on AI usage and identify ways to refine and expand AI capabilities.
• Manage an effective feedback loop for customer needs through cross-functional interactions with Product, Sales, and Onboarding teams.
• Deliver regular Business Reviews to demonstrate value and ROI to the customer base.
• Manage and de-escalate customer escalations, working with connective teams to resolve issues.
• Develop Customer Success assets, working collaboratively with Product Development, Product Marketing, and Sales teams to establish and refine materials and solutions.
• Provide in-depth, thorough product demonstrations to drive additional growth opportunities.
• Support your portfolio base in value-add conversations and activate Clio Payments.
• Partner with Sales leaders (Account Executives, Sales Engineering) to assist in closing new customers, including developing customized Clio implementation solutions.
• Cultivate a pool of advocates to support Sales prospects and grow the referral base.
• Collaborate with Customer Marketing on advocacy initiatives and “surprise and delight” experiences for customers.
• Be data-driven: drive adoption and retention, and use Net Promoter Score and customer health metrics to prioritize focus and influence a better customer experience while expanding the advocate base.

Benefits

• Competitive, equitable salary with top-tier health benefits, dental, and vision insurance
• Hybrid work environment, with expectation for local Clions (Vancouver, Calgary, Toronto, Dublin and Sydney) to be in office minimum twice per week.
• Flexible time off policy, with an encouraged 20 days off per year.
• $2000 annual counseling benefit
• RRSP matching and RESP contribution
• Clioversary recognition program with special acknowledgement at 3, 5, 7, and 10 years

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed