Senior Customer Success Manager
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Key skills for this role
About the Role
Clio is hiring a Senior Customer Success Manager to drive retention, growth, and advocacy for high-value accounts in legal technology. The role requires 4+ years of SaaS CSM experience, expertise in AI-powered analytics, and strong relationship-building skills to align Clio's products with customer business goals.
Key Skills for This Role
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
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, Totango, 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
Full Job Posting
Summary
- Our Customer Success team is hyperfocused on providing an exceptional customer lifecycle experience.
- 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.
What you’ll work on
- 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.
What you may have
- 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, Totango, 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.
Serious bonus points if you have
- 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.
Compensation
- The expected salary range for this role is CAD 96,600 to CAD 113,600 to CAD 130,600 CAD.
- The expected new hire commission range for this role is CAD 17,000 to CAD 20,000 to CAD 23,000 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 (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.
- 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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