Customer Success Manager

Clio; Toronto; On-site; CAD 70,000 - 110,000; Full time

Job summary

Clio is transforming how lawyers manage their practice, and we’re seeking a Customer Success Manager to join our Customer Success team in Vancouver, Calgary or Toronto. You will develop value-based relationships with a portfolio of Clio’s highest value accounts while maintaining net positive retention.

The role focuses on customer adoption and workflow optimization, delivering business reviews, driving renewal and upsell opportunities, and collaborating with Product, Sales and Onboarding teams

Qualifications

• 3+ years of customer-facing experience in a B2B/Enterprise SaaS environment as a Customer Success Manager, Account Executive/Manager, Sales Engineer
• Desirable: Salesforce or other SaaS tools
• Strong communication and relationship leadership skills, with the ability to effectively navigate organizations and champion joint partnerships
• Desirable: Proven track record of portfolio management and understanding of Customer Success

Responsibilities

• Developing and managing value based relationships with a portfolio of Clio’s highest value accounts while maintaining net positive retention
• Maintaining high levels of customer engagement and satisfaction with a focus on customer adoption and workflow optimization to drive renewal and upsell targets
• Partnering with our customers to deliver an exceptional customer experience and support predictable growth for our business by acting as a trusted business partner
• Understanding firm needs and how our solutions fit in and enhance the customer ecosystem
• Delivering regular Business Reviews to demonstrate value and ROI to customer base
• Managing and de-escalating customer escalations and working with cross-functional teams to resolve issues
• Developing Customer Success assets and collaborating with Product Development, Product Marketing, and Sales teams to refine materials and solutions
• Providing in-depth product demonstrations to drive growth opportunities
• Supporting your portfolio base in value add conversations and activating Clio Payments
• Collaborating with Sales to assist in closing new customers and developing implementation solutions
• Cultivating advocates to support Sales prospects and grow referrals
• Working with Customer Marketing on advocacy initiatives and surprise experiences
• Being data-driven: using NPS and health metrics to prioritize focus and improve customer experience

Skills

Organization

People skills

Customer advocacy

Communication

Sales instincts

Portfolio management

SaaS experience

Executive meetings

Job description

Requirements

• 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!
,
• 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
,
• (Desirable) Experience with Salesforce or other SaaS tools
,
• (Desirable) Proven track record of portfolio management and understanding of Customer Success
,
• (Desirable) Experience working with API-driven applications
,
• (Desirable) Proven track record in a dynamic startup environment

What the job involves

• Clio is transforming how lawyers manage their practice, and we’re seeking a Customer Success Manager to join our Customer Success team in Vancouver, Calgary or Toronto
,
• 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
,
• Developing and managing value based relationships with a portfolio of Clio’s highest value accounts while maintaining net positive retention
,
• Maintaining high levels of customer engagement and satisfaction with a focus on customer adoption and workflow optimization to drive strong renewal and upsell targets
,
• Partnering with our customers to deliver an exceptional customer experience and support predictable growth for our business by acting as a trusted business partner
,
• Understanding firm needs, tech stack and how our solutions not only fit in but enhance our customers’ ecosystem for a better client experience
,
• Managing an effective feedback loop for customer needs through cross-functional interactions with Product, Sales and Onboarding teams
,
• Delivering regular Business Reviews to demonstrate value and ROI to customer base
,
• Managing and de-escalating customer escalations and working with connective teams to resolve issues
,
• Developing Customer Success assets, working collaboratively with Product Development, Product Marketing, and Sales teams to establish and refine customer materials and solutions
,
• Providing in-depth and thorough product demonstrations to drive additional growth opportunities
,
• Supporting your portfolio base in value add conversations and activating Clio Payments
,
• Partnering with Sales leaders (Account Executives, Sale Engineering) to assist in closing new customers - including developing customized Clio implementation solutions
,
• Cultivating a pool of advocates to support Sales prospects and grow our referral base
,
• Collaborating with Customer Marketing on advocacy initiatives and surprise and delight experiences for our customers
,
• Being data-driven: driving adoption and retention, working with Net Promoter Score and customer health metrics to prioritize focus and influence a better customer experience to expand our advocate base
,