Customer Success Manager

Themis Solutions Inc.; Vancouver, Calgary, Toronto; Hybrid; CAD 76,000 - 104,000; Full time

Job summary

An established industry player is seeking a dynamic Customer Success Manager to enhance client relationships and drive customer satisfaction. In this pivotal role, you will develop and manage high-value accounts, ensuring a seamless customer experience while achieving renewal and upsell targets. Your expertise in building relationships and understanding customer needs will be vital in fostering a positive impact on their businesses. Join a forward-thinking team that values collaboration and innovation, and be part of a mission to transform the legal experience for all.

Benefits

Top-tier health benefits

Dental and vision insurance

Flexible time off policy

RRSP matching

Clioversary recognition program

$2000 annual counseling benefit

Qualifications

• 3+ years of customer-facing experience in a B2B/Enterprise SaaS environment.
• Strong communication and relationship leadership skills.

Responsibilities

• Develop and manage relationships with high-value accounts.
• Maintain customer engagement and satisfaction.
• Deliver regular Business Reviews to demonstrate value.

Skills

Customer Relationship Management

Communication Skills

Problem Solving

Sales Skills

Data Analysis

Education

Bachelor's Degree

Tools

Salesforce

API-driven applications

Job description

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.

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:

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.

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

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

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, and Dublin) to be in office minimum 2 days per week on our Anchor Days.

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

RRSP matching and RESP contribution

Clioversary recognition program with special acknowledgement at 3, 5, 7, and 10 years

Clio is more than just a tech company–we are a global leader that is 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 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:

• 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.

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

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

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, and Dublin) to be in office minimum 2 days per week on our Anchor Days.

• 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

The full salary range* for this role is $76,500 to $90,000 to $103,500 CAD.Please note salary bands may differ based on location and local currency. Additionally, benefit offerings may differ depending on the employee's location.

* We aim to hire all candidates between the minimum and the midpoint of the full salary range. We reserve the midpoint to the maximum of the salary band for internal employees who demonstrate sustained high performance and impact at Clio. The final offer amount for this role will be dependent on individual experience and skillset of the candidate. Please note there are a separate set of salary bands for other regions based on local currency.

Diversity, Inclusion, Belonging and Equity (DIBE) & Accessibility

Our team shows up as their authentic selves, and are united by our mission. We are dedicated todiversity, 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

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