Customer Success Manager
At a glance
Mid-level Customer Success role at Clio. 3 Locations · full-time.
In listing
Growth Roles summary, based on the employer's posting.
What you'll do
- Manage high-value customer accounts, building relationships that support retention, engagement and expansion
- Help customers adopt Clio’s AI features, optimize workflows and connect product use to measurable business value
- Run business reviews, executive meetings and product demonstrations that show customer value and support growth
- Use health metrics, Net Promoter Score and AI insights to prioritize outreach and identify customer needs
- Handle escalations and coordinate with Product, Sales, Onboarding and Marketing on solutions, feedback and advocacy
What you bring
- At least three years in a customer-facing Customer Success, Account Executive, Account Manager or Sales Engineer role within B2B or enterprise SaaS
- Strong communication, relationship leadership and organization skills for navigating complex customer organizations
- Experience planning and executing customer success programs, including account plans and success plans
- Ability to lead executive meetings and workshops while managing competing priorities in ambiguous settings
Who this fits
This role suits an experienced SaaS customer-success or customer-facing sales professional who combines relationship leadership with revenue and retention instincts. You’ll work from Vancouver, Calgary or Toronto, with local employees expected in the office at least twice weekly. The role involves collaboration with Sales, Product, Onboarding and Customer Marketing teams, along with executive customer interactions.
From the employer
Clio is the global leader in legal AI technology, empowering legal professionals and law firms of every size to work smarter, faster, and more securely.
We are transforming the legal experience for all by bettering the lives of legal professionals while increasing access to justice.
Summary:
Clio is transforming how lawyers manage their practice, and we’re seeking a Customer Success Manager to join our 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. We are a dedicated team who enjoy what we do and are serious about making a positive impact on our customers’ businesses.
Who you are:
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. You’re an experienced relationship builder, customer advocate and have well developed skills in executing the day-to-day requirements of a CSM.
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!
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.
Provide in-depth, thorough product demonstrations to drive additional growth opportunities.
Support your portfolio base in value-add conversations and activate Clio Payments.
Partner with Sales leaders (Account Executives, Sales Engineering) to assist in closing new customers, including developing customized Clio implementation solutions.
Cultivate a pool of advocates to support Sales prospects and grow the referral base.
Collaborate with Customer Marketing on advocacy initiatives and “surprise and delight” experiences for customers.
Be data-driven: drive adoption and retention, and use Net Promoter Score and customer health metrics to prioritize focus and influence a better customer experience while expanding the advocate base.
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
This posting is for an existing vacancy.
What you will find here:
Compensation is one of the main components of Clio’s Total Rewards Program. We have developed a series of programs and processes to ensure we are creating fair and competitive pay practices that form the foundation of our human and high-performing culture.
Some highlights of our Total Rewards program include:
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.
$2000 annual counseling benefit
RRSP matching and RESP contribution
Clioversary recognition program with special acknowledgement at 3, 5, 7, and 10 years
Diversity, Inclusion, Belonging and Equity (DIBE) & Accessibility
Our team shows up as their authentic selves, and are united by our mission. We are dedicated to diversity, equity and inclusion. We pride ourselves in building and fostering an environment where our teams feel included, valued, and enabled to do the best work of their careers, wherever they choose to log in from. We believe that different perspectives, skills, backgrounds, and experiences result in higher-performing teams and better innovation. We are committed to equal employment and we encourage candidates from all backgrounds to apply.
Clio provides accessibility accommodations during the recruitment process. Should you require any accommodation, please let us know and we will work with you to meet your needs.
Learn more about our culture at clio.com/careers
We're a Human and High Performing AI company, meaning we use artificial intelligence to improve all of our operations. In recruitment, AI helps us streamline the process for greater efficiency. However, we've built our systems to ensure that a human always reviews AI-generated output, and we never make automated hiring decisions.
Disclaimer: We only communicate with candidates through official @clio.com email addresses.
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