Customer Success Specialist (12 month FTC)

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.

We are growing our Customer Success team in APAC, and we are looking for a Customer Success Specialist to play a critical role as we strive to become the market leader across the region. This is a chance to join a close-knit, supportive team and own the onboarding and ongoing success of Clio's customers across APAC.

Our APAC Customer Success team is hyper-focused on enabling our customers' success at every point they interact with Clio. We are a dedicated group who love what we do and are serious about making a real, positive impact on our customers' businesses.

As a Clio Customer Success Specialist, you are highly organised and a true people-person. You deliver consistent, high value experiences while guiding customers toward their first value milestone and beyond. You are an experienced relationship builder and problem-solver, with well-developed skills in executing the day-to-day requirements of a CS role, and a genuine passion for helping customers succeed.

If you are motivated to solve complex customer problems through innovation and creativity, have a relentless drive for testing new tactics, and bring laser focus to what needs to get done, then this role may be for you.

• Conduct tailored strategy and training sessions to ensure customers successfully adopt Clio’s products across segments.

• Identify and drive customers toward their “first value” milestone, ensuring a seamless onboarding experience setting them up for success throughout your ownership window

• Customise the onboarding journey to each firm’s specific needs, balancing structure with flexibility.

• Work closely with Sales and other Customer Success teams to ensure smooth transitions from pre-sales to onboarding.

• Manage multiple client journeys at a time with strict observance of associated tasks and deadlines (as defined by the department) as well as actively monitoring customer account health to mitigate churn risks through proactive engagement.

• Balance multiple onboarding projects, meeting deadlines while ensuring high-quality service.

• Handle inbound requests via phone, email, and chat, ensuring high customer satisfaction (CSAT) and First Call Resolution.

• Expertise in Clio’s suite of products across multiple regions and variations, including compliance nuances, advanced workflows, integrations, and best practices

• Diagnose, investigate, and resolve customer challenges, including undocumented or complex issues. Coordinating resolution with our Technical Escalations only when needed.

• Manage escalations effectively, knowing when to escalate and when to drive solutions independently.

• Provide clear, confident, and empathetic communication tailored to customers’ technical expertise levels.

• Promote self-help resources (Help Center articles & online Clio video resources) and encourage product adoption, while acting as a champion for NPS and Value Add initiatives

• Identify and proactively share cross-sell opportunities that align with customer needs.

• Capturing feedback on the product for use by our Product team and staying updated on new product releases to champion them within customer conversations

• Contribute to internal documentation, improving team knowledge as well as contributing to the customer facing knowledge centre.

• Assist in mentoring junior team members, sharing expertise through coaching and guidance.

• Drive continuous improvement by identifying inefficiencies and proposing solutions.

• Contributing to and leading personal and group projects to influence the team to grow, improving service delivery, processes, and culture across the department.
   

• Self-motivation, strong collaboration skills, and a genuine passion for exceeding customer expectations.

• Strong communication and relationship-building skills, with the ability to navigate organisations and tailor your approach to different technical expertise levels.

• The ability to prioritise, multi-task and perform at your best in ambiguous environments.

• A proactive, solutions-oriented mindset with a drive to reduce churn and support long-term customer success.

• Experience with account planning, onboarding journeys, and managing customer success plans.

• An adaptable, growth-oriented mindset that is open to giving and receiving feedback.

• 3+ years of customer-facing experience in a B2B or Enterprise SaaS environment as a Customer Success Specialist, Onboarding Specialist, Support Specialist, or similar role.
   

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 (exclusive of superannuation) with top-tier health benefits

• Hybrid work environment, with expectation for local Clions (Vancouver, Calgary, Toronto, Dublin and Sydney) to be in office min. twice per week.

• Flexible time off policy, with an encouraged 20 days off per year.

• Exclusive of superannuation

• 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.