Customer Success Manager
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Key skills for this role
About the Role
Clio is seeking a Customer Success Manager to manage high-value accounts, drive retention and growth, and guide customers in adopting AI-powered legal technology. The role requires 3+ years of B2B SaaS customer-facing experience.
Key Skills for This Role
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 enhance the customer’s ecosystem
- 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 and unlock measurable business impact
- Educate and support customers on adopting AI powered features
- 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
Requirements
- 3+ years of customer facing experience in a B2B/Enterprise SaaS environment as a Customer Success Manager, Account Executive/Manager, Sales Engineer
- Self motivation, collaboration skills, and passion for exceeding customer expectations
- Strong communication and relationship leadership skills
- Ability to prioritize, multi task, and perform optimally in ambiguous environments
- Proactive customer management and sales instincts
- 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
Full Job Posting
Summary
- Clio is transforming how lawyers manage their practice, seeking a Customer Success Manager to join the 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, dedicated to making a positive impact on customers’ businesses.
Who you are
- As a Clio Customer Success Manager, you are highly organized, a consummate people person, and deliver consistent, high value experiences while driving customers towards strategic business goals.
What you’ll work on
- 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.
What you may have
- 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
Serious bonus points if you have
- 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
Compensation
- The expected salary range for this role is CAD 75,200 to CAD 88,500 to CAD 101,800 CAD.
- The expected new hire commission range for this role is CAD 13,300 to CAD 15,600 to CAD 17,900 CAD.
- Commission earnings are uncapped.
Total Rewards
- Competitive, equitable salary with top tier health benefits, dental, and vision insurance
- Hybrid work environment, with expectation for local Clions to be in office minimum twice per week.
- Flexible time off policy, with an encouraged 20 days off per year.
- CAD 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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