Senior Customer Success Manager

• Establish a trusted adviser relationship with your portfolio of high-value accounts, integration partners, and key stakeholders, ensuring Clio's products and services are closely aligned with customer business goals.

• Use AI-powered analytics, usage metrics, and industry benchmarks to present insights that drive actionable next steps.

• Facilitate executive-level business reviews to align with customer goals, measure ROI, and reinforce Clio's value proposition.

• Maintain high levels of customer engagement and satisfaction, with a focus on adoption and workflow optimization to drive strong renewal and upsell outcomes.

• Drive team success metrics and recommend strategies to increase customer ROI, usage, and adoption of Clio's offerings and services.

• Coordinate engagement between critical accounts, Product Management, Sales Engineering, and other functions to investigate and evaluate future needs, advocating for customers while balancing business priorities.

• Develop an expert understanding of Clio's products and services to proactively recommend solutions aligned with customers' strategic goals.

• Leverage AI-driven insights and predictive analytics to identify opportunities for growth, workflow optimization, and risk mitigation, aligning Clio's AI-powered solutions with customers' strategic objectives.

• Partner with Product and Data teams to provide feedback on AI features, ensuring they enhance legal workflows and deliver measurable ROI.

• Act as a thought leader for AI adoption in legal practice management, guiding customers through change management and driving successful integration.

• Proactively drive team initiatives, and portfolio insights, identifying opportunities and solutions at both the team and cross-functional level.

• Interpret customer data, feedback, and inputs to relay opportunities across departments.

• Coach and support fellow team members to build a culture of excellence and continuous improvement.

• 4+ years of SaaS CSM experience driving retention, growth and advocacy within a book of business.

• Previous experience owning Customer Success KPIs

• Experience developing processes and leading change management

• Have worked with CS CRMs (Gainsight, Totantgo, Churnzero)

• Clear, succinct and adaptable communication skills to lead on­site strategic business reviews with stakeholders ranging from individual contributors to senior leadership.

• Ability to discuss high-level technical concepts with non-technical stakeholders.

• Ability to prioritize, multi-task and adjust to shifting priorities.

• Strong knowledge of business processes (Sales, Marketing, Product,, Support).

• Navigate customer organizational structures to identify and build relationships with executives and stakeholders.

• Experience in legal technology or legal background

• Demonstrated experience in enterprise account management.

• Experience working with API-driven applications.

• Proven track record in a dynamic startup environment.

• Experience working with generative AI tools

This is a new role.

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, Dublin and Sydney) to be in office minimum twice per week.

• 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 base salary range for this role is $99,500 to $134,600 CAD. with on-target earnings (OTE) of $117,000 to $158,300 at 100% attainment. All Sales roles have a set base/variable pay mix depending on role, and are eligible for uncapped commissions. Variable compensation is not guaranteed and will depend on individual, team, or company performance. Initial placement within the range is informed by geographic region, experience, and skillset, with room to progress as impact and tenure grow. Final offer amounts will vary based on candidate profile.