APAC Onboarding & Customer Success Architect

Clio; Sydney; Hybrid; AUD 88,000 - 119,000; Full time

Benefits offered by this job

Health benefits

Hybrid work environment

20 days off per year

Clioversary recognition program

Job summary

Clio is seeking a Customer Success Specialist to own onboarding and ongoing success for APAC customers from Sydney. You’ll drive adoption, guide firms to their first value milestone, and tailor onboarding journeys per client needs while collaborating with Sales and CS teams.

You’ll manage multiple client journeys, monitor health, resolve challenges, and promote self-help resources to maximize satisfaction and reduce churn.

Qualifications

• 3+ years of customer-facing experience in a B2B or Enterprise SaaS environment.
• Strong communication and relationship-building skills across different tech levels.
• Ability to prioritise, multi-task, and adapt in ambiguous environments.
• Experience with onboarding journeys and customer success planning.
• Proactive, solutions-focused mindset with churn-reduction focus.

Responsibilities

• 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 with a seamless onboarding experience.
• Customise onboarding journeys to firm-specific needs, balancing structure with flexibility.
• Work closely with Sales and other CS teams to ensure smooth transitions from pre-sales to onboarding.
• Manage multiple client journeys with deadlines, monitor account health, and mitigate churn risks.
• Balance onboarding projects while maintaining high-quality service.
• Handle inbound requests via phone, email, and chat, ensuring high CSAT and First Call Resolution.
• Diagnose and resolve customer challenges, coordinating with Technical Escalations when needed.
• Promote self-help resources and advocate for NPS and Value Add initiatives.
• Identify cross-sell opportunities aligned with customer needs and provide product feedback to the team.
• Contribute to internal documentation and customer knowledge base; mentor junior colleagues.

Skills

Relationship building

Communication

Customer facing

Problem solving

Onboarding

Multi-tasking

Account planning

Collaboration

Job description

Clio is seeking a Customer Success Specialist to own onboarding and ongoing success for APAC customers from Sydney. You’ll drive adoption, guide firms to their first value milestone, and tailor onboarding journeys per client needs while collaborating with Sales and CS teams.

You’ll manage multiple client journeys, monitor health, resolve challenges, and promote self-help resources to maximize satisfaction and reduce churn.