Senior Customer Success Manager

Clio; Deutschland; Vor Ort; EUR 74.649 - 101.077; Vollzeit

Benefits dieser Stelle

Flexible hybrid work environment

25 days holiday + bank holidays

Private healthcare with life insurance

Pension contribution

Professional development options

Zusammenfassung

Clio, a leader in legal AI technology, is seeking an experienced Customer Success professional to manage senior relationships with enterprise law firms. You will develop strategic account plans and lead complex implementations while serving as a trusted advisor.

The ideal candidate has substantial experience in managing large accounts, exceptional communication skills, and a deep understanding of the legal industry. This position offers a flexible hybrid work environment with competitive compensation.

Qualifikationen

• Experience managing large enterprise accounts with a proven track record.
• Ability to influence at C-suite level and navigate senior stakeholder dynamics.
• Exceptional communication skills for executive-level presentations.

Aufgaben

• Manage senior stakeholder relationships across enterprise law firm accounts.
• Develop account plans that align client objectives to platform capabilities.
• Lead complex implementations and serve as a trusted advisor.

Kenntnisse

Executive presence

Strategic thinking

Project management

Customer engagement

Communication skills

Ausbildung

Experience in SaaS or technology environments

Background in Legal or Business

Jobbeschreibung

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

What our team does

Clio Operate (formerly Sharedo) is a cutting‑edge adaptive work‑management platform that empowers large law firms to develop tailored solutions for managing their work processes through the cloud. With our platform, firms can build a matter‑management capability that works for each legal department's unique needs, enabling them to manage more work with the same resources, improve profitability, and deliver a market‑leading client experience. As part of Clio's enterprise portfolio, we operate at the intersection of legal technology, digital transformation, and strategic advisory, and our Enterprise CSMs are central to that mission.

Who you are

You are a commercially astute, strategically minded enterprise customer success professional who brings genuine executive presence to every client interaction. You are comfortable leading conversations at board and C‑suite level, not just presenting, but influencing, and you understand how to connect a technology platform to the business outcomes that matter most to senior stakeholders. You thrive in complexity: large, multi‑stakeholder accounts, long‑horizon relationships, and high‑stakes renewals are where you do your best work. You bring the credibility of a trusted advisor, the rigour of a programme manager, and the instincts of someone who can spot risk and opportunity in equal measure. You’re deeply curious about the legal industry, and your clients feel that.

What you'll work on

• Executive Relationship Management – Owning the senior stakeholder relationship across a portfolio of large, complex enterprise law firm accounts, including Managing Partners, COOs, CTOs, and Heads of Innovation.
• Strategic Account Planning & Value Delivery – Developing and maintaining comprehensive account plans that map client business objectives to platform capability, define measurable success criteria, and outline a clear roadmap for value realisation.
• Enterprise Onboarding & Programme Oversight – Acting as the senior CS lead across complex, multi‑phase implementations, coordinating with Professional Services, Product, and Engineering.
• Consultative Advisory – Serving as a trusted advisor on platform strategy, legal workflow design, and digital transformation.
• Revenue Expansion – Identifying and progressing expansion opportunities, whether through increased usage, additional modules, or adjacent Clio products.
• Enablement & Change Management – Designing and delivering senior‑level enablement programmes that accelerate adoption and embed the platform into the firm's operating model.

What you bring

• Demonstrated experience managing large, complex enterprise accounts, ideally in a SaaS or technology environment, with a track record of retention, expansion, and measurable customer outcomes.
• Genuine C‑suite and Board‑level presence: you can hold a room, command credibility, and navigate senior stakeholder dynamics with ease.
• Deep commercial awareness, with understanding of renewal mechanics, expansion economics, and how to position value in the language of business impact.
• Strong programme and project management instincts, able to manage multiple workstreams and stakeholders simultaneously without losing grip on detail.
• Exceptional written and verbal communication skills, from a concise executive summary to a complex stakeholder presentation.
• A consultative, insight‑led approach to customer engagement, leading with curiosity and backing recommendations with data.
• The ability to operate with ambiguity and autonomy, bringing structure where it doesn’t exist.
• Experience navigating organisational complexity within both customer and vendor organisations.
• A genuine interest in AI and how it is reshaping both your craft and the legal industry you serve.

Serious bonus points if you have

• Direct experience in legal technology, legal operations, or working with large law firms.
• Background in Law, management consulting, enterprise Customer Success, or professional services in a complex B2B environment.
• Experience with matter‑management, case‑management, or practice‑management platforms.
• Familiarity with legal sector procurement, budgeting cycles, and partnership structures.
• A network within UK or international law firm leadership.

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
• Flexible hybrid work environment
• 25 days holiday + bank holidays
• Private healthcare with life insurance and critical illness cover
• Pension contribution
• Professional development and growth options
• Clioversary recognition program with special acknowledgement at 3, 5, 7, and 10 years

The expected salary range for this role is £64,400 to £87,200 GBP. The expected new hire commission range is £11,400 to £15,400 GBP. Commission earnings are uncapped.

*Our salary bands are designed to reflect the range of skills and experience needed for the position and to allow room for growth at Clio. For experienced individuals, we typically hire at or around the midpoint of the band. The top portion of the salary band is reserved for employees who demonstrate sustained high performance and impact at Clio. Those who are new to the role may join below the midpoint and develop their skills over time. The final offer amount for this role will be dependent on geographical region, applicable experience, and skillset of the candidate.

Diversity, Inclusion, Belonging and Equity (DIBE) & Accessibility

Our team shows up as their authentic selves and is 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 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.

Human & High‑Performing AI Company

We use AI to improve all of our operations. In recruitment, AI helps us streamline the process for greater efficiency. However, we have 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.