Customer Success Manager

Clio; Vancouver; Hybrid; CAD 131,000 - 177,000; Full time

Benefits offered by this job

Hybrid work environment

20 days off per year

RRSP matching

RESP contribution

Clioversary recognition program

DIBE & Accessibility

Job summary

Clio is seeking a Customer Success Manager to join our team in Vancouver, Calgary or Toronto. You will manage value-based relationships, drive adoption, and partner with customers to enable predictable growth.

You’ll leverage AI-driven insights, lead executive engagements, and collaborate with cross-functional teams to maximize retention and expansion opportunities. This is a customer-centric role in a fast-growing SaaS environment.

Qualifications

• Self-motivation and collaboration to exceed customer expectations.
• Strong communication and relationship leadership skills.
• Ability to prioritize, multi-task, and operate in ambiguity.
• Proactive customer management and sales instincts.
• Experience leading executive meetings and workshops.
• 3+ years of customer-facing experience in B2B/Enterprise SaaS.

Responsibilities

• Develop and manage value-based relationships with Clio’s high-value accounts.
• Maintain high customer engagement and satisfaction to drive renewal and upsell.
• Partner with customers to deliver an exceptional experience and support growth.
• Understand client needs and how Clio fits into their ecosystem.
• Leverage AI insights to identify needs and drive retention and growth.
• Educate customers on adopting AI-powered features for business impact.
• Collaborate with Product, Sales, and Onboarding to gather feedback and refine AI capabilities.
• Deliver regular Business Reviews to show value and ROI.

Skills

Self-motivation

Collaboration

Executive meetings

Customer relationships

Account management

SaaS experience

Revenue growth

Cross-functional

Job description

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.

Clio is transforming how lawyers manage their practice, and we’re seeking aCustomer Success Manager to join our Customer Success Management 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:

Develop and manage value-based relationships with a portfolio of Clio’s highest-value accounts while maintaining net positive retention.

Maintain high levels of customer engagement and satisfaction, with a focus on adoption and workflow optimization to drive strong renewal and upsell outcomes.

Partner with customers to deliver an exceptional experience and support predictable growth by acting as a trusted business partner.

Understand firm needs, tech stack, and how Clio’s solutions not only fit into but enhance the customer’s ecosystem for a better client experience.

Leverage AI-powered insights and tools to proactively identify customer needs, improve outcomes, drive strategic interactions, retention and growth.

Guide customers in adopting and optimizing Clio’s AI product capabilities to improve to unlock measurable business impact.

Educate and support customers on adopting AI-powered features, helping them understand the impact on efficiency, client experience, and business value.

Collaborate cross-functionally to share customer feedback on AI usage and identify ways to refine and expand AI capabilities.

Manage an effective feedback loop for customer needs through cross-functional interactions with Product, Sales, and Onboarding teams.

Deliver regular Business Reviews to demonstrate value and ROI to the customer base.

Manage and de-escalate customer escalations, working with connective teams to resolve issues.

Develop Customer Success assets, working collaboratively with Product Development, Product Marketing, and Sales teams to establish and refine materials and solutions.

Provide in-depth, thorough product demonstrations to drive additional growth opportunities.

Support your portfolio base in value-add conversations and activate Clio Payments.

Partner with Sales leaders (Account Executives, Sales Engineering) to assist in closing new customers, including developing customized Clio implementation solutions.

Cultivate a pool of advocates to support Sales prospects and grow the referral base.

Collaborate with Customer Marketing on advocacy initiatives and "surprise and delight" experiences for customers.

Be data-driven: drive adoption and retention, and use Net Promoter Score and customer health metrics to prioritize focus and influence a better customer experience while expanding the 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

This posting is for an existing vacancy.

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, Dublin and Sydney) to be in office minimum twice per week.

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 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 .

Summary:

Clio is transforming how lawyers manage their practice, and we’re seeking aCustomer Success Manager to join our Customer Success Management 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:

• Develop and manage value-based relationships with a portfolio of Clio’s highest-value accounts while maintaining net positive retention.

• Maintain high levels of customer engagement and satisfaction, with a focus on adoption and workflow optimization to drive strong renewal and upsell outcomes.

• Partner with customers to deliver an exceptional experience and support predictable growth by acting as a trusted business partner.

• Understand firm needs, tech stack, and how Clio’s solutions not only fit into but enhance the customer’s ecosystem for a better client experience.

• Leverage AI-powered insights and tools to proactively identify customer needs, improve outcomes, drive strategic interactions, retention and growth.

• Guide customers in adopting and optimizing Clio’s AI product capabilities to improve to unlock measurable business impact.

• Educate and support customers on adopting AI-powered features, helping them understand the impact on efficiency, client experience, and business value.

• Collaborate cross-functionally to share customer feedback on AI usage and identify ways to refine and expand AI capabilities.

• Manage an effective feedback loop for customer needs through cross-functional interactions with Product, Sales, and Onboarding teams.

• Deliver regular Business Reviews to demonstrate value and ROI to the customer base.

• Manage and de-escalate customer escalations, working with connective teams to resolve issues.

• Develop Customer Success assets, working collaboratively with Product Development, Product Marketing, and Sales teams to establish and refine materials and solutions.

• Provide in-depth, thorough product demonstrations to drive additional growth opportunities.

• Support your portfolio base in value-add conversations and activate Clio Payments.

• Partner with Sales leaders (Account Executives, Sales Engineering) to assist in closing new customers, including developing customized Clio implementation solutions.

• Cultivate a pool of advocates to support Sales prospects and grow the referral base.

• Collaborate with Customer Marketing on advocacy initiatives and "surprise and delight" experiences for customers.

• Be data-driven: drive adoption and retention, and use Net Promoter Score and customer health metrics to prioritize focus and influence a better customer experience while expanding the 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

This posting is for an existing vacancy.

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, Dublin and Sydney) to be in office minimum twice per week.

• 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 on-target earnings (OTE) salary range for this role is $93,500 to $126,500 reflecting base salary plus variable compensation at 100% attainment. Variable compensation is not guaranteed and will depend on individual, team, or company performance. Initial placement within the range is informed by geographic region, experience, and skillset, with room to progress as impact and tenure grow. Final offer amounts will vary based on candidate profile.

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.