Strategic Customer Success Manager – AI-Driven Growth

Clio; Canada; Hybrid; CAD 100,000 - 135,000; Full time

Benefits offered by this job

Health, dental and vision insurance

Hybrid work environment (local offices

Flexible time off

Annual counseling benefit

RRSP matching

Clioversary recognition

Job summary

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. The Customer Success team focuses on delivering an exceptional lifecycle experience and driving customers toward strategic goals.

As a CSM, you will be highly organized, a consummate people-person, and skilled at executing day-to-day CSM duties. You will establish trusted adviser relationships with high-value accounts, use AI analytics to

Qualifications

• 4+ years of SaaS CSM experience driving retention, growth and advocacy within a book of business.
• Experience owning Customer Success KPIs.
• Experience developing processes and leading change management.
• Have worked with CS CRMs (Gainsight, Totantgo, Churnzero).
• Clear, succinct communication to lead executive reviews with stakeholders.
• Ability to discuss high-level technical concepts with non-technical stakeholders.
• Prioritize, multi-task and adapt to shifting priorities.
• Strong knowledge of Sales, Marketing, Product and Support processes.
• Navigate customer organizations to build executive relationships.

Responsibilities

• Establish trusted adviser relationship with portfolio of high-value accounts and stakeholders aligned with business goals.
• Use AI-powered analytics and usage metrics to present actionable insights.
• Facilitate executive business reviews to measure ROI and reinforce value.
• Maintain high levels of customer engagement and adoption for renewals and upsell.
• Drive team metrics and strategies to increase ROI, usage and adoption.
• Coordinate engagement between accounts, Product, Sales Engineering and other functions.
• Develop deep understanding of Clio products to recommend solutions aligned with goals.
• Leverage AI-driven insights to identify growth opportunities and mitigate risk.
• Partner with Product and Data teams to feedback on AI features for ROI.
• Lead AI adoption thought leadership and change management for customers.
• Proactively drive team initiatives and portfolio insights across teams.
• Interpret customer data and feedback to relay opportunities across departments.
• Coach colleagues to foster a culture of excellence and continuous improvement.

Skills

SaaS CSM experience

KPIs ownership

Change management

Relationship building

Communication skills

Executive reviews

Tools

Gainsight

Totantgo

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. The Customer Success team focuses on delivering an exceptional lifecycle experience and driving customers toward strategic goals.

As a CSM, you will be highly organized, a consummate people-person, and skilled at executing day-to-day CSM duties. You will establish trusted adviser relationships with high-value accounts, use AI analytics to