Senior Customer Success Manager

Clio; Vancouver; Hybrid; CAD 117,000 - 158,000; Full time

Benefits offered by this job

Health benefits

Hybrid in-office twice weekly

20 days vacation

Counseling benefit

RRSP matching

RESP contribution

Clioversary program

Job summary

Clio is seeking a Customer Success Manager in the Vancouver area to own a portfolio of high-value accounts. You will drive strategic alignment between customers and Clio products, deliver AI-informed insights, and lead executive reviews to demonstrate ROI.

The role emphasizes retention, adoption, and expansion in a fast-growing SaaS environment. The position offers a hybrid in-office schedule with local Clions expected to be in the office twice weekly, and a total rewards program supporting

Qualifications

• 4+ years of SaaS CSM experience.
• Experience owning Customer Success KPIs.
• Experience developing processes and leading change management.
• Have worked with CS CRMs (Gainsight, Totango, Churnzero).

Responsibilities

• Establish trusted adviser relationships with high-value accounts and stakeholders to align Clio products with customer goals.
• Use AI-powered analytics and usage metrics to present actionable insights.
• Facilitate executive business reviews to measure ROI and reinforce Clio's value.
• Maintain high customer engagement and adoption to drive renewals and upsell opportunities.
• Coordinate cross-functional engagement to anticipate future needs and advocate for customers.

Skills

SaaS CSM experience

Executive-level reviews

Stakeholder management

Strong communication

Prioritization & multi-tasking

Relationship building

Business acumen

Education

Bachelor's degree

Tools

Gainsight

Totango

ChurnZero

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.

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.

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:

Establish a trusted adviser relationship with your portfolio of high-value accounts, integration partners, and key stakeholders, ensuring Clio's products and services are closely aligned with customer business goals.

Use AI-powered analytics, usage metrics, and industry benchmarks to present insights that drive actionable next steps.

Facilitate executive-level business reviews to align with customer goals, measure ROI, and reinforce Clio's value proposition.

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

Drive team success metrics and recommend strategies to increase customer ROI, usage, and adoption of Clio's offerings and services.

Coordinate engagement between critical accounts, Product Management, Sales Engineering, and other functions to investigate and evaluate future needs, advocating for customers while balancing business priorities.

Develop an expert understanding of Clio's products and services to proactively recommend solutions aligned with customers' strategic goals.

Leverage AI-driven insights and predictive analytics to identify opportunities for growth, workflow optimization, and risk mitigation, aligning Clio's AI-powered solutions with customers' strategic objectives.

Partner with Product and Data teams to provide feedback on AI features, ensuring they enhance legal workflows and deliver measurable ROI.

Act as a thought leader for AI adoption in legal practice management, guiding customers through change management and driving successful integration.

Proactively drive team initiatives, and portfolio insights, identifying opportunities and solutions at both the team and cross-functional level.

Interpret customer data, feedback, and inputs to relay opportunities across departments.

Coach and support fellow team members to build a culture of excellence and continuous improvement.

What you may have:

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

Have worked with CS CRMs (Gainsight, Totantgo, Churnzero)

Clear, succinct and adaptable communication skills to lead onsite strategic business reviews with stakeholders ranging from individual contributors to senior leadership.

Ability to discuss high-level technical concepts with non-technical stakeholders.

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.

Serious bonus points if you have:

Experience in legal technology or legal background

Demonstrated experience in enterprise account management.

Experience working with API-driven applications.

Proven track record in a dynamic startup environment.

Experience working with generative AI tools

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 buttering the lives of legal professionals while increasing access to justice.

Summary:

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.

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:

• Establish a trusted adviser relationship with your portfolio of high-value accounts, integration partners, and key stakeholders, ensuring Clio's products and services are closely aligned with customer business goals.

• Use AI-powered analytics, usage metrics, and industry benchmarks to present insights that drive actionable next steps.

• Facilitate executive-level business reviews to align with customer goals, measure ROI, and reinforce Clio's value proposition.

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

• Drive team success metrics and recommend strategies to increase customer ROI, usage, and adoption of Clio's offerings and services.

• Coordinate engagement between critical accounts, Product Management, Sales Engineering, and other functions to investigate and evaluate future needs, advocating for customers while balancing business priorities.

• Develop an expert understanding of Clio's products and services to proactively recommend solutions aligned with customers' strategic goals.

• Leverage AI-driven insights and predictive analytics to identify opportunities for growth, workflow optimization, and risk mitigation, aligning Clio's AI-powered solutions with customers' strategic objectives.

• Partner with Product and Data teams to provide feedback on AI features, ensuring they enhance legal workflows and deliver measurable ROI.

• Act as a thought leader for AI adoption in legal practice management, guiding customers through change management and driving successful integration.

• Proactively drive team initiatives, and portfolio insights, identifying opportunities and solutions at both the team and cross-functional level.

• Interpret customer data, feedback, and inputs to relay opportunities across departments.

• Coach and support fellow team members to build a culture of excellence and continuous improvement.

What you may have:

• 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

• Have worked with CS CRMs (Gainsight, Totantgo, Churnzero)

• Clear, succinct and adaptable communication skills to lead onsite strategic business reviews with stakeholders ranging from individual contributors to senior leadership.

• Ability to discuss high-level technical concepts with non-technical stakeholders.

• 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.

Serious bonus points if you have:

• Experience in legal technology or legal background

• Demonstrated experience in enterprise account management.

• Experience working with API-driven applications.

• Proven track record in a dynamic startup environment.

• Experience working with generative AI tools

This is a new role.

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 $117,000 to $158,300 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.