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 in legal technology. The role involves establishing trusted advisor relationships, using AI-powered analytics, facilitating executive business reviews, and driving adoption of Clio's products.
Key Skills for This Role
Responsibilities
- Establish a trusted adviser relationship with 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 focus on adoption and workflow optimization
- Drive team success metrics and recommend strategies to increase customer ROI, usage, and adoption
- Coordinate engagement between critical accounts, Product Management, Sales Engineering, and other functions
- Develop expert understanding of Clio’s products and services to proactively recommend solutions
- Leverage AI driven insights and predictive analytics to identify opportunities for growth and risk mitigation
- Partner with Product and Data teams to provide feedback on AI features
- Act as 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
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
- 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
- Clio is the global leader in legal AI technology, empowering legal professionals and law firms.
- The Customer Success team is hyperfocused on providing an exceptional customer lifecycle experience.
- As a Clio Customer Success Manager, you deliver consistent, high value experiences while driving customers towards strategic business goals.
What you’ll work on
- Establish a trusted adviser relationship with portfolio of high value accounts.
- Use AI powered analytics, usage metrics, and industry benchmarks to present insights.
- Facilitate executive level business reviews to align with customer goals.
- Maintain high levels of customer engagement and satisfaction.
- Drive team success metrics and recommend strategies to increase customer ROI.
- Coordinate engagement between critical accounts and cross functional teams.
- Develop expert understanding of Clio’s products and services.
- Leverage AI driven insights to identify opportunities for growth and risk mitigation.
- Partner with Product and Data teams to provide feedback on AI features.
- Act as thought leader for AI adoption in legal practice management.
- Proactively drive team initiatives and portfolio insights.
- Interpret customer data to relay opportunities across departments.
What you may have
- 4+ years of SaaS CSM experience driving retention, growth and advocacy.
- 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.
- 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 build relationships with executives.
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
- Expected salary range CAD 96,600 to CAD 130,600.
- Expected commission range CAD 17,000 to CAD 23,000.
- Commission earnings are uncapped.
Total Rewards
- Competitive, equitable salary with top tier health benefits, dental, and vision insurance.
- Hybrid work environment, with expectation to be in office minimum twice per week.
- Flexible time off policy with encouraged 20 days off per year.
- CAD 2000 annual counseling benefit.
- RRSP matching and RESP contribution.
- Clioversary recognition program.
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