Senior Customer Success Manager
At a glance
Senior Customer Success role at Clio. 3 Locations · full-time.
In listing
Growth Roles summary, based on the employer's posting.
What you'll do
- Build trusted relationships across high-value accounts, integration partners, executives, and other customer stakeholders
- Use usage data, AI analytics, and benchmarks to turn account insights into concrete next steps
- Lead executive business reviews that connect customer goals, return on investment, and product value
- Increase engagement, adoption, workflow improvement, renewals, and upsell results across your portfolio
- Coach teammates and coordinate Product, Sales Engineering, Data, and other teams around customer needs
What you bring
- At least four years in SaaS customer success, with responsibility for retention, growth, and advocacy
- Experience owning Customer Success KPIs and creating processes while guiding change management
- Hands-on use of a customer success CRM such as Gainsight, Totango, or ChurnZero
- Clear, flexible communication for strategic reviews with both individual contributors and senior leaders
- Ability to explain advanced technical ideas to non-technical stakeholders and manage shifting priorities
Who this fits
You’ll suit a senior customer success role centered on high-value accounts, executive engagement, adoption, retention, and expansion. The work favors an organized relationship builder who can interpret customer data, lead change, and coach teammates. Local employees in Vancouver, Calgary, Toronto, Dublin, or Sydney are expected in the office at least twice weekly.
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:
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.
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:
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.
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, Totantgo, 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
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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