Enterprise Customer Success Manager

Clio • New York, NY

10d • 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: We are currently seeking an Enterprise Customer Success Manager to join our Enterprise Customer Success Management team in New York City (Preferred), though we are open to Remote candidates within the United States who possess the required enterprise experience. What your team does: Our Enterprise segment is one of our fastest-growing areas, presenting a unique opportunity to make a significant impact in an evolving market. Our Customer Success team is at the center of Clio’s transformation into a world-class enterprise legal technology provider. With the launch of Clio’s enterprise product suite we are enabling the most sophisticated law firms in the world to unlock new levels of productivity, insight, and value with AI-powered legal technology. Who you are: As an Enterprise Customer Success Manager, you are a high-impact operator with a passion for customer enablement, strategic value realization, and legal innovation. You work across complex organizations to ensure that our products are adopted, integrated, and embraced. You collaborate tightly with our Account Executives, Solutions Architects, and Legal Architects as part of an integrated pod structure to deliver exceptional customer outcomes and long-term growth. This is a high-visibility role where you will develop strategic relationships, solve complex challenges, and directly influence product innovation. If you’re looking to elevate your career, this role offers the chance to lead enterprise customer strategies, work cross-functionally with top industry talent, and be part of a dynamic, rapidly expanding team. If you’re excited by the opportunity to lead customers through transformation, shape the future of AI in law, and be part of a high-caliber enterprise motion, this role is for you.

Requirements

• 4+ years in a customer-facing role, with at least 3+ years SaaS Customer Success or Account Management experience, including direct ownership of KPIs (retention, expansion, adoption) within complex, multi-stakeholder enterprise accounts.
• Proven ability to lead onboarding, enablement, and change management initiatives that drive measurable product adoption and business outcomes.
• Executive communication and facilitation skills, comfortable leading strategic business reviews, training sessions, and roadmap discussions with senior legal and operational stakeholders.
• Strong experience managing escalations and coordinating cross-functional teams to drive issue resolution.
• Strong relationship-building skills with the ability to navigate complex organizational structures, build internal champions, and collaborate across Sales, Product, and Support teams.
• Exceptional project management skills with a track record of balancing multiple priorities while delivering high-impact results.
• Demonstrated ability to influence customer decisions and internal strategy through data, insights, and relationship-building.
• Understanding and experience of large scale IT rollouts
• Comfort translating technical concepts to non-technical audiences and aligning solutions to customer workflows, especially in legal, professional services, or regulated industries.
• Proficiency in Customer Success and CRM tools (e.g., Gainsight, Totango, ChurnZero, Salesforce), and a process-oriented approach to managing your book of business.
• Experience using AI tools (e.g., ChatGPT, Claude, or specialized legal AI) to automate administrative tasks, draft communications, or analyze customer data.
• Curiosity about legal technology and generative AI, and a willingness to travel for key customer engagements and internal collaboration.

Nice To Haves

• Experience in LegalTech, vertical SaaS, or working directly with law firms, legal departments, or professional services organizations.
• Familiarity with legal research tools or practice management platforms.
• A background in delivering enterprise wide technology programs.
• A background in onboarding, customer enablement, or enterprise-scale change management programs.
• Experience navigating complex stakeholder networks, both within large customer organizations and internally across Product, Engineering, Sales, and Support, to align priorities and drive impact.
• Exposure to generative AI and its applications in legal research, drafting, or operational workflows, and an interest in helping customers explore emerging use cases.

Responsibilities

• Establishing trusted advisor relationships with top enterprise law firms and large organizations by aligning senior stakeholders including partners, operations, knowledge management, and practice area leadership to drive strategic outcomes and maximize firm-wide adoption of Clio’s solutions.
• Leading onboarding, enablement, and adoption plans focused on time-to-value, legal workflow optimization, and long-term retention.
• Delivering high-impact customer programs that empower users, create internal champions, and drive adoption and customer value.
• Enabling customer and partner teams to develop expert enterprise configuration capabilities by signposting them to the right resources and supporting them through their journey.
• Identifying and resolving risks and issues that may impact customers product rollout velocity.
• Managing structured success plans and business reviews that demonstrate ROI, track progress, and align to shared business objectives.
• Identifying and supporting expansion opportunities by collaborating with pod teammates to position relevant solutions across the Clio product suite.
• Identifying and implementing AI-driven workflows to reduce administrative overhead and increase time spent on high-value strategic consulting.
• Facilitating coordination between customer stakeholders and internal teams, ensuring smooth integrations, roadmap alignment, and cross-functional execution.
• Own and drive complex customer escalations, coordinating cross-functional teams to achieve rapid and effective resolution.
• Playing a key role in the renewal process by ensuring account health, aligning stakeholders, and partnering with pod teammates to position successful contract continuation and growth.
• Interpreting data signals and customer inputs to proactively address risk, surface opportunities, and improve the customer experience.
• Maintain CRM hygiene (e.g. Success Plans, Health Scores, etc.) to enable data-driven decision-making.
• Contributing to team initiatives, playbooks, and knowledge-sharing to elevate enterprise delivery standards and scale success across the organization.

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 min. 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