Senior Customer Success Manager

Clio - Cloud-Based Legal Technology; Calgary; Hybrid; CAD 130,000; Full time

Job summary

An innovative firm is seeking a Senior Customer Success Manager to enhance customer experiences and drive strategic goals. This role involves building strong relationships with clients, ensuring they derive maximum value from the product, and proactively addressing their needs. You'll lead initiatives that contribute to customer retention and growth while collaborating with cross-functional teams. Join a dynamic team committed to transforming the legal experience and making a positive impact in the industry. If you are passionate about customer success and eager to innovate, this opportunity is perfect for you.

Benefits

Top-tier health benefits

Dental insurance

Vision insurance

Flexible time off policy

$2000 annual counseling benefit

RRSP matching

Clioversary recognition program

Qualifications

• 4+ years in SaaS CSM driving retention and growth.
• Experience with Customer Success KPIs and change management.

Responsibilities

• Impact KPIs like churn prevention and customer retention.
• Manage customer interactions and onboarding processes.

Skills

Customer Success Management

Relationship Building

Communication Skills

Change Management

SaaS Experience

Analytical Skills

Education

Bachelor's Degree

Tools

Gainsight

Totango

Churnzero

Job description

Senior Customer Success Manager page is loaded

Senior Customer Success Manager

Apply locations Toronto, Calgary, Vancouver
Time type: Full time
Posted on: Posted 22 Days Ago
Job requisition id: BF-REQ-2132

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:

We are currently seeking a Senior Customer Success Manager to join our Customer Success team. This role is available to candidates in Burnaby, 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:

• Directly impacting important KPIs such as proactive churn prevention, adoption, expansion, customer retention, plus various project deliverables;
• Proactively reaching out to customers to ensure they are receiving value from Clio;
• Re-engaging customers with Clio usage through your understanding of the product, customer personas, and the value available to our customers;
• Consistently exceeding sales targets. Identifying, acting upon, and converting revenue opportunities;
• Providing analysis on conversion success, and iterating on opportunity type;
• Managing and retaining incoming lifecycle opportunities such as refunds and escalations;
• Being a product knowledge expert - demonstrating a deep understanding of Clio Products, integrations, and customer workflows;
• Executing on the most complex (non-technical) customer interactions;
• Working on and leading cross-functional customer-driven and departmental projects;
• Working as a point of escalation for Customer Account Managers;
• Onboarding new employees, mentoring, and coaching other team members to performance excellence;
• Sharing feedback with the Product organization to ensure we are building with the customer front of mind;
• Reaching out to promoters for the brand, referrals, revenue, and possible advocacy opportunities;
• Additional duties as required.

What you bring:

• 4+ years of SaaS CSM experience driving retention, growth, and advocacy within a book of business;
• Previous experience owning Customer Success KPIs;
• Experience developing processes and leading change management;
• Experience with CS CRMs (Gainsight, Totango, Churnzero);
• Clear, succinct, and adaptable communication skills to lead onsite strategic business reviews with stakeholders ranging from individual contributors to senior leadership;
• The ability to discuss high-level technical concepts with non-technical stakeholders;
• The ability to prioritize, multi-task, and adjust to shifting priorities;
• Strong knowledge of business processes (Sales, Marketing, Product, Support);
• Navigate customer organizational structures to identify and build relationships with executives and stakeholders;
• Willingness to travel occasionally for company conferences and customer onsites while adhering to COVID guidelines.

Serious bonus points if you have:

• Demonstrated experience in enterprise account management;
• Experience working with API-driven applications;
• Proven track record in a dynamic startup environment;
• SaaS Sales or Account Management experience.

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 min. once per week on our Anchor Day;
• 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 $95,500 to $112,300 to $129,100 CAD. Please note there are a separate set of salary bands for other regions based on local currency.

* 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 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.

At Clio, we are on a mission to transform the legal experience for all. As the world's leading provider of cloud-based legal software, we provide lawyers with low-barrier, affordable solutions to manage and grow their firms more effectively, more profitably, and with better client experiences. Through the cloud, we believe that we can help create a more inclusive legal community and a more equitable legal system.

This is a historic moment in the growth of legal technology! As the first legal practice management unicorn globally, and one of only a handful of Canadian unicorns, this is only the beginning.

If you’ve ever wanted to do the best work of your career, while having a meaningful impact in the lives of others, then Clio is the place for you.