Customer Success Manager

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.

ShareDo, recently acquired by Clio, is a cutting-edge adaptive work management platform that empowers large law firms to develop tailored solutions for managing their work processes through the cloud. With our platform, firms can easily build a CMS that works for each legal department’s unique needs, allowing them to manage more cases with the same resources, improve profitability, and deliver a market-leading client experience.

You are a highly organised and engaging communicator who is passionate about technology and eager to understand both our product and the industries our clients operate in. With a strong focus on relationship-building, you have experience guiding clients at all levels, helping them achieve their goals while identifying opportunities to improve their experience and outcomes. You excel working with cross-functional teams, and have a relentless drive for trying and testing new tactics. Your insight helps spot risks, address training gaps, and contribute to the continuous improvement of our service. 

• Building and Maintaining Client Relationships: Serving as the primary point of contact, developing long-term, trusted relationships by understanding client goals at both strategic and operational levels.

• Leading Onboarding and Implementation: Supporting new clients through a smooth onboarding process by delivering training, resources, and ongoing assistance in collaboration with the professional services team.

• Providing Expert Guidance: Acting as a knowledgeable and trusted advisor, offering insights into the product, industry trends, and client-specific needs to ensure alignment and value delivery.

• Engaging Proactively: Reaching out regularly to offer best practices, check on progress, and provide support, ensuring clients maximize the platform’s capabilities.

• Analyzing Data and Reporting Insights: Tracking client behavior and usage patterns to deliver data-driven recommendations that enhance adoption and business results.

• Advocating for the Customer: Representing the customer’s voice across teams, communicating feedback, feature requests, and concerns to drive improvements in products and services.

• Driving Renewals and Expansion: Ensuring client satisfaction and outcomes that support contract renewals while identifying and nurturing opportunities to expand usage or upsell features.

• Developing Educational Resources: Creating and sharing materials such as guides, webinars, and workshops to help clients deepen their understanding and use of the platform. 

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• Transparent passion and enthusiasm for your work

• Excellent written and verbal communication skills

• Proven stakeholder management and relationship building skills

• Proactive problem solver with a customer centric mindset and consultative approach

• Technical aptitude and ability to quickly learn and understand complex software solutions

• A self-starter who pays attention to detail and has a passion for continuous learning – never afraid to ask questions and always happy to answer them

• Ability to methodically manage customer interactions and actions in a structured and organised manner

• Gravitas and ability to absorb knowledge that will make their voice heard and valued both internally and externally

• Experience in implementing processes and procedures

• Demonstrate a keen interest in improving your craft by using AI

• Proven experience in pre-sales, post-sales, consultancy, or similar customer-facing roles in a SaaS environment

• Experience in the legal or insurance sector

• Experience working in case management

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

• Clio offers a flexible hybrid work environment

• 25 days holiday + bank holidays

• Private Healthcare with Life Insurance & Critical Illness cover

• Pension contribution

• Professional development and growth options

• Clioversary recognition program with special acknowledgement at 3, 5, 7, and 10 years

*Our salary bands are designed to reflect the range of skills and experience needed for the position and to allow room for growth at Clio. For experienced individuals, we typically hire at or around the midpoint of the band. The top portion of the salary band is reserved for employees who demonstrate sustained high performance and impact at Clio. Those who are new to the role may join below the midpoint and develop their skills over time. The final offer amount for this role will be dependent on geographical region, applicable experience, and skillset of the candidate.

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.