Senior Customer Success Manager

• 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
• 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

• Specialized learning and development programs and access to an in-house performance coach
• Equitable compensation for your contributions, regardless of gender, race, or any other identifying factor
• Access to pay transparency on all of our global roles
• Company equity for applicable employees
• RRSP-matching in Canada, 401k in the US, and pension plans in Ireland
• Hybrid model – striking the right balance between the benefits of in person connectivity that in office brings, and the flexibility of remote
• Flexible paid time off (4-week minimum with opportunities for personalization based on individual needs and achievements)
• Parental leave options for birthing and non-birthing parents
• A $500 contribution to your child’s RESP
• Various health, dental, and vision benefits for you and your family, including an Employee and Family Assistance Program
• Virtual and In-person Wellness Programs to support mental and physical health
• Paid time for volunteering through our Clio Gives program
• $2000 annual counseling benefit for CAD Clions

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!

You’re an experienced relationship builder, customer advocate and have well developed skills in executing the day-to-day requirements of a CSMPrevious experience owning Customer Success KPIsAbility to prioritize, multi-task and adjust to shifting prioritiesExperience developing processes and leading change managementAbility to discuss high-level technical concepts with non-technical stakeholdersHave worked with CS CRMs (Gainsight, Totantgo, Churnzero)4+ years of SaaS CSM experience driving retention, growth and advocacy within a book of businessNavigate customer organizational structures to identify and build relationships with executives and stakeholdersProven track record in a dynamic startup environmentClear, succinct and adaptable communication skills to lead onsite strategic business reviews with stakeholders ranging from individual contributors to senior leadershipExperience in legal technology or legal backgroundStrong knowledge of business processes (Sales, Marketing, Product,, Support)Experience working with API-driven applicationsExperience working with generative AI toolsDemonstrated experience in enterprise account management

#J-18808-Ljbffr