Customer Success Manager

Clio - Cloud-Based Legal Technology; Calgary; Hybrid; CAD 76,000 - 104,000; Full time

Job summary

An innovative firm is seeking a Customer Success Manager to enhance the customer lifecycle experience. This role involves managing key client relationships, ensuring satisfaction, and driving adoption of solutions. The ideal candidate is a proactive problem solver with a passion for customer advocacy and relationship management. With a competitive salary and a hybrid work model, this opportunity offers a dynamic environment where your contributions will significantly impact client success and satisfaction. Join a team committed to transforming the legal experience and fostering an inclusive culture.

Benefits

Comprehensive health benefits

Flexible time off policy

$2000 annual counseling benefit

RRSP matching

Anniversary recognition programs

Qualifications

• 3+ years in customer-facing roles in SaaS, including Customer Success.
• Experience leading executive meetings and workshops.

Responsibilities

• Manage relationships with top accounts, ensuring retention and satisfaction.
• Conduct Business Reviews to demonstrate value and ROI.

Skills

Relationship Management

Customer Advocacy

Communication Skills

Problem Solving

Multitasking

Education

Bachelor's Degree

Tools

Salesforce

Job description

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Clio is more than just a tech company–we are a global leader transforming the legal experience for all by bettering the lives of legal professionals and increasing access to justice.

Summary:

Clio is revolutionizing how lawyers manage their practice. We are seeking a Customer Success Manager to join our Customer Success team in Vancouver, Calgary, or Toronto.

What your team does:

Our Customer Success team focuses on delivering an exceptional customer lifecycle experience. We are dedicated and passionate about positively impacting our customers’ businesses.

Who you are:

You are highly organized, a people-person, and excel at building relationships. You deliver high-value experiences and help customers achieve their strategic goals. You are experienced in relationship management, customer advocacy, and executing daily CSM responsibilities.

If you are motivated to solve complex problems through innovation, testing new tactics, and maintaining focus, this role may be for you!

What you’ll work on:

• Managing relationships with Clio’s top accounts, ensuring retention.
• Engaging customers to ensure satisfaction, adoption, and workflow optimization for renewal and upsell opportunities.
• Partnering with customers to deliver a superior experience and support growth.
• Understanding client needs, tech stack, and how our solutions enhance their ecosystem.
• Providing feedback to Product, Sales, and Onboarding teams.
• Conducting Business Reviews to demonstrate value and ROI.
• Handling escalations and resolving issues collaboratively.
• Developing customer success assets with cross-functional teams.
• Delivering product demos to identify growth opportunities.
• Supporting value-added conversations and Clio Payments activation.
• Assisting Sales in onboarding new clients and developing tailored implementation solutions.
• Building a network of advocates for referrals and testimonials.
• Collaborating on advocacy initiatives and customer engagement.
• Using data and metrics to drive adoption, retention, and customer experience improvements.

What you may have:

• Self-motivation, collaboration skills, and a passion for exceeding expectations.
• Strong communication and relationship leadership skills.
• Ability to prioritize and multitask in ambiguous environments.
• Proactive management and sales instincts.
• Experience leading executive meetings and workshops.
• Experience in account planning and success plan management.
• Growth mindset and openness to feedback.
• 3+ years in customer-facing roles in SaaS, including Customer Success, Account Management, or Sales Engineering.

Bonus points if you have:

• Experience with Salesforce or similar SaaS tools.
• Proven portfolio management skills and Customer Success understanding.
• Experience with API-driven applications.
• Background in dynamic startup environments.

What you will find here:

Clio offers a competitive Total Rewards Program including:

• Competitive salary with comprehensive health benefits.
• Hybrid work model with in-office days.
• Flexible time off policy.
• $2000 annual counseling benefit.
• RRSP matching and RESP contributions.
• Anniversary recognition programs.

The salary range for this role is $76,500 to $103,500 CAD, depending on location and experience.

Diversity, Inclusion, Belonging, and Equity (DIBE):

We are committed to fostering an inclusive environment where all team members feel valued and empowered. We encourage candidates from diverse backgrounds to apply and provide accommodations during the recruitment process.

Additional Details:

• Seniority level: Mid-Senior level
• Employment type: Full-time
• Job function: Other
• Industries: Software Development, IT Services, IT Consulting