Senior Customer Success Manager
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Key skills for this role
About the Role
Clio is seeking a Senior Customer Success Manager to drive retention, growth, and advocacy for high-value accounts. You will establish trusted advisor relationships, use AI-powered analytics to present insights, and facilitate executive business reviews.
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.
- 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.
- Develop an expert understanding of Clio’s products and services to proactively recommend solutions.
- Leverage AI driven insights and predictive analytics to identify opportunities for growth, workflow optimization, and risk mitigation.
- Partner with Product and Data teams to provide feedback on AI features.
- Act as a thought leader for AI adoption in legal practice management.
- Proactively drive team initiatives, and portfolio insights.
- 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.
- 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.
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.
- Salary range: CAD 96,600 to CAD 130,600, plus commission range CAD 17,000 to CAD 23,000.
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