Senior Manager, Customer Success

Themis Solutions; Manchester; Hybrid; GBP 81,000 - 123,000; Full time

Job summary

A leading legal AI technology company based in Manchester is seeking a Customer Success Leader to guide a global team. The role focuses on driving customer journeys, ensuring excellent service and collaboration across functions. Ideal candidates have proven leadership experience in the SaaS sector and a deep understanding of customer lifecycle management. Competitive salary and a flexible hybrid work environment are offered.

Benefits

Competitive equitable salary

Flexible hybrid work environment

25 days holiday + bank holidays

Private healthcare with life insurance & critical illness cover

Pension contribution

Qualifications

• Proven leadership experience in a Customer Success leadership role at a SaaS company.
• Experience in a SaaS business needing configurable project‑based implementations.
• Deep understanding of customer lifecycle management from onboarding through advocacy.

Responsibilities

• Lead and mentor a geographically distributed Customer Success team.
• Own the end‑to‑end post‑sales experience from onboarding through adoption.
• Ensure alignment with customer goals and business outcomes.

Skills

Debugging

Remote Access Software

IT Service Management

IOS

Multithreading

VPN

Neo4j

FISMA

SSO

GitHub

Google Suite

Troubleshooting

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

ShareDo is part of Clio, a cutting‑edge adaptive work‑management platform that empowers large law firms to develop tailored solutions for managing their work processes. We target mid‑ to large‑size law firms that use ShareDo as their Case Management System to streamline processes, maximize margin and provide improved client experiences.

In March 2025, Clio, the global leader in cloud‑based legal technology, announced the strategic acquisition of ShareDo. Headquartered in Vancouver, Canada, Clio has offices in Toronto, Calgary, Dublin, Manchester and Sydney with a global workforce of 1,400 employees.

What you’ll work on

• Global Leadership: Lead and mentor a geographically distributed Customer Success team, ensuring consistent excellence across regions and markets.
• Vision & Strategy: Define and execute a global CSM strategy that scales with our growth, leveraging automation, AI and robust playbooks to drive consistent delivery while maintaining a best‑in‑class experience for clients.
• Customer Journey Ownership: Own the end‑to‑end post‑sales experience from onboarding through adoption, renewal and expansion, ensuring alignment with customer goals and business outcomes.
• Tech & Process Enablement: Champion the implementation of scalable technology‑driven processes and tools that support automation, reporting, proactive engagement and efficient operations.
• Cross‑functional Collaboration: Partner closely with Sales, Product, Professional Services and Support to align on client outcomes, feedback loops and continuous product improvement.
• Data‑Driven Decisions: Use customer health data, adoption metrics and feedback to proactively manage risk, drive renewals and identify expansion opportunities.
• Team Development: Recruit, coach and retain top CSM talent; foster a culture of accountability, excellence and continuous learning.
• Customer Advocacy: Be the internal voice of the customer, ensuring insights from the field are reflected in product roadmaps, service offerings and strategic decisions.
• Client and Partner Engagement: Build strong relationships with clients and partners, presenting business reviews, value updates and strategic plans.
• Deep Product Knowledge: Gain deep product knowledge and guide your team in demoing and explaining the key features and value propositions of the product, ensuring customers receive the best value.

What you may have

• Proven leadership experience in a Customer Success leadership role at a SaaS company, ideally with global team oversight.
• Experience in a SaaS business where the product requires configurable project‑based implementations.
• A visionary approach to CS, able to design scalable systems and transform teams into high‑performing, tech‑enabled success engines.
• Deep understanding of customer lifecycle management from onboarding through advocacy, with experience driving measurable impact across retention and expansion KPIs.
• Experience building and implementing scalable CS processes, tooling and playbooks.
• High emotional intelligence and presence, comfortable working with C‑level stakeholders internally and externally.
• Strong commercial acumen and experience collaborating with sales on upsell/renewal strategies.
• Familiarity with Customer Success platforms (e.g., Gainsight, Catalyst, Totango) and CRM tools (e.g., Salesforce, HubSpot).
• Growth mindset toward process improvement and new technologies, especially AI.
• Excellent communication and stakeholder management skills across time zones and cultures.

What you will find here

Compensation is a key component of Clio’s Total Rewards Program. We have developed a series of programs and processes to ensure fair and competitive pay practices that form the foundation of our high‑performing culture.

• Competitive equitable salary
• Clio offers a flexible hybrid work environment
• 25 days holiday + bank holidays
• Private healthcare with life insurance & 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, the salary range is £81,600 to £101,900, up to £122,200 GBP. Separate salary bands apply for other regions in local currency.
• Our salary bands reflect required skills and experience, allowing room for growth. Candidates typically hire near the midpoint; the top portion is reserved for sustained high performance.
• The final offer depends on geographical region, applicable experience and skill set 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, building an environment where teams feel included, valued and enabled to do their best work, 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. If you require an accommodation, please let us know and we will work with you to meet your needs.

Key Skills

• Debugging
• Remote Access Software
• IT Service Management
• IOS
• Multithreading
• VPN
• Neo4j
• FISMA
• SSO
• GitHub
• Google Suite
• Troubleshooting

Employment Type: Full‑time

Monthly Salary: £81,600 – £122,200 GBP