Customer Success Manager

Themis Solutions; Greater London; Hybrid; GBP 50,000 - 68,000; Full time

Job summary

A leading legal tech company is seeking a Customer Success Manager EMEA to enhance client engagement and satisfaction. This role, based in Greater London, requires excellent relationship management and communication skills to support high-value accounts. Candidates should have at least 3 years of customer-facing experience in a B2B environment. The position offers a hybrid work model and competitive salary, along with a commitment to diversity and inclusion.

Benefits

Health benefits

Flexible time off

RRSP matching

Qualifications

• Minimum 3 years experience as a Customer Success Manager or related role.
• Strong communication and relationship building skills.
• Ability to prioritize and multi-task efficiently under ambiguity.

Responsibilities

• Manage and nurture a portfolio of high-value accounts.
• Drive customer engagement and satisfaction.
• Conduct regular business reviews with customers.

Skills

Communication skills

Relationship management

B2B sales instincts

Data-driven strategies

Problem-solving

Education

3 years in a customer-facing role

Experience in B2B / Enterprise SaaS

Tools

Salesforce

API-driven applications

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.

We are transforming the legal experience for all by bettering the lives of legal professionals while increasing access to justice.

Summary :

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.

We are currently seeking a Customer Success Manager EMEA to join our growing Customer Success team in EMEA. This role will be based in the Greater London area on a remote basis with a requirement for regular travel to meet customers in the UK and occasional international travel for team events.

We are looking for someone who is interested in playing a critical role in a close-knit supportive team as we strive to become the market leader in the UK and Ireland. This team is hyper-focused on enabling our customers success at every interaction point with Clio. We are a dedicated team who enjoy what we do and are serious about truly making a positive impact on our customers businesses.

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 :

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 (Account Executives Sale Engineering) 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 a better customer experience 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

Demonstrate a keen interest in improving your craft by using AI

3 years of customer‑facing experience in a B2B / Enterprise SaaS environment as a Customer Success Manager Account Executive / Manager 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

Key Skills

Bidding,Business Solutions,ABAP,Business Operations,Business Sales,Corporate Marketing

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 minimum 2 days per week on our Anchor Days.

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 expected salary range

• for this role is 50200 to 59000 to 67800 GBP. There are a separate set of salary bands for other regions based on local currency.
• 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 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 We only communicate with candidates through official @ email addresses.

Required Experience : Manager

Employment Type : Full-Time

Experience : years

Vacancy : 1

Monthly Salary Salary : 50200 - 67800