Customer Success Manager

T-Net British Columbia; Vancouver; Hybrid; CAD 76,000 - 104,000; Full time

Job summary

A prominent technology company seeks a Customer Success Manager to join their team in Vancouver. This role focuses on enhancing customer experiences and managing key accounts. The ideal candidate has over three years of experience in customer-facing roles within a B2B SaaS environment. The company offers a competitive salary range and a hybrid work environment, emphasizing diversity and inclusion.

Benefits

Comprehensive health benefits

Flexible time off policy

RRSP matching

Qualifications

• 3+ years of customer-facing experience in a B2B/Enterprise SaaS environment.
• Strong communication and relationship leadership skills.
• Experience with account planning and executing customer success plans.

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

Adaptability

Sales instincts

Tools

Salesforce

Job description

Overview

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 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 better customer experiences 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, or 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 a key component of Clio's Total Rewards Program. We offer competitive pay and a comprehensive benefits package as part of our culture.

• Competitive, equitable salary with comprehensive health benefits
• Hybrid work environment with a minimum in-office expectation for local employees
• Flexible time off policy
• RRSP matching and RESP contribution
• Clioversary recognition program with acknowledgement at 3, 5, 7, and 10 years

Salary and equity

The full salary range for this role is CAD 76,500 to 90,000 to 103,500, depending on location and experience. Final offer will reflect individual qualifications and regional bands.

Diversity, Inclusion, Belonging and Equity

We are committed to diversity, equity and inclusion and encourage candidates from all backgrounds to apply. Clio provides accessibility accommodations during the recruitment process.

Learn more about our culture at clio.com/careers

Disclaimer: We only communicate with candidates through official @clio.com email addresses.