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.

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.

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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

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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​​

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The expected salary range* for this role is $75,200 to $88,500 to $101,800 CAD. The expected new hire commission range for this role is $13,300 to $15,600 to $17,900 CAD. The opportunity to earn commissions beyond the stated amounts are possible as commission earnings are uncapped.

*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.