Customer Success Manager

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.

Summary:

• Develop and manage value based relationships with a portfolio of Clio’s highest value accounts while maintaining net positive retention 
• Partner with our customers to deliver an exceptional customer experience and support predictable growth for our business by acting as a trusted business partner on use-case, best practices and product functionality 
• Understand firm needs, tech stack and how our solutions not only fit in but enhance our customer’s ecosystem for a better client experience
• Manage an effective feedback loop for customer needs through cross-functional interactions with Product, Sales and Onboarding teams 
• Establish a regular cadence of communication with customers and proactively engage via email, phone and Zoom meetings to maintain engagement and adoption of Clio. Possibility of onsite travel in the future. 
• Deliver regular Business Reviews to demonstrate value and ROI to customer base
• Manage and de-escalate customer escalations and work with connective teams to resolve issues
• Develop Customer Success assets, working collaboratively with Product Development, Product Marketing, and Sales teams to establish and refine customer materials and solutions
• Identify cross-sell and expansion opportunities 
• Provide in depth and thorough product demonstrations to drive additional growth opportunities 
• Support your portfolio base in value add conversations and activating Clio Payments
• Partner with Sales leaders (Account Executives, Sale Engineering) to assist in closing new customers - including developing customized Clio implementation solutions
• Cultivate a pool of advocates to support Sales prospects and grow our referral base
• Collaborate with Customer Marketing on advocacy initiatives and surprise and delight experiences for our customers
• Be data-driven: drive 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 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 full salary range* for this role is £50,200 to £59,000 to £67,800 GBP.Please note salary bands may differ based on location and local currency. Additionally, benefit offerings may differ depending on the employee's location.

*We aim to hire all candidates between the minimum and the midpoint of the full salary range. We reserve the midpoint to the maximum of the salary band for internal employees who demonstrate sustained high performance and impact at Clio. The final offer amount for this role will be dependent on individual experience and skillset of the candidate. Please note there are a separate set of salary bands for other regions based on local currency.

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

Disclaimer: We only communicate with candidates through official @clio.com email addresses.