Senior Customer Success Manager
About The Position
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. 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
- 4+ years of SaaS CSM experience driving retention, growth and advocacy within a book of business.
- Previous experience owning Customer Success KPIs
- Experience developing processes and leading change management
- Have worked with CS CRMs (Gainsight, Totantgo, Churnzero)
- Clear, succinct and adaptable communication skills to lead onsite strategic business reviews with stakeholders ranging from individual contributors to senior leadership.
- Ability to discuss high-level technical concepts with non-technical stakeholders.
- Ability to prioritize, multi-task and adjust to shifting priorities.
- Strong knowledge of business processes (Sales, Marketing, Product,, Support).
- Navigate customer organizational structures to identify and build relationships with executives and stakeholders.
Nice To Haves
- Experience in legal technology or legal background
- Demonstrated experience in enterprise account management.
- Experience working with API-driven applications.
- Proven track record in a dynamic startup environment.
- Experience working with generative AI tools
Responsibilities
- Establish a trusted adviser relationship with your portfolio of high-value accounts, integration partners, and key stakeholders, ensuring Clio’s products and services are closely aligned with customer business goals.
- Use AI-powered analytics, usage metrics, and industry benchmarks to present insights that drive actionable next steps.
- Facilitate executive-level business reviews to align with customer goals, measure ROI, and reinforce Clio’s value proposition.
- Maintain high levels of customer engagement and satisfaction, with a focus on adoption and workflow optimization to drive strong renewal and upsell outcomes.
- Drive team success metrics and recommend strategies to increase customer ROI, usage, and adoption of Clio’s offerings and services.
- Coordinate engagement between critical accounts, Product Management, Sales Engineering, and other functions to investigate and evaluate future needs, advocating for customers while balancing business priorities.
- Develop an expert understanding of Clio’s products and services to proactively recommend solutions aligned with customers’ strategic goals.
- Leverage AI-driven insights and predictive analytics to identify opportunities for growth, workflow optimization, and risk mitigation, aligning Clio’s AI-powered solutions with customers’ strategic objectives.
- Partner with Product and Data teams to provide feedback on AI features, ensuring they enhance legal workflows and deliver measurable ROI.
- Act as a thought leader for AI adoption in legal practice management, guiding customers through change management and driving successful integration.
- Proactively drive team initiatives, and portfolio insights, identifying opportunities and solutions at both the team and cross-functional level.
- Interpret customer data, feedback, and inputs to relay opportunities across departments.
- Coach and support fellow team members to build a culture of excellence and continuous improvement.
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
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
No Education Listed
