Customer Success Manager, EMEA

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.

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 growing our Customer Success team in EMEA, and we are looking for a Customer Success Manager to play a critical role as we strive to become the market leader across the UK and Ireland. This is a chance to join a close-knit, supportive team and own relationships with some of Clio's highest value accounts in the region.

Regular travel required to meet customers, attend industry events across UKI and occasional international travel for team onsites. 

Our EMEA Customer Success team is hyper-focused on enabling our customers' success at every point they interact with Clio. We are a dedicated group who love what we do and are serious about making a real, positive impact on our customers' businesses.

As a Clio Customer Success Manager, you are highly organised and a true people-person. You deliver consistent, high value experiences while guiding customers towards their strategic business goals. You are an experienced relationship builder and customer advocate, with well developed skills in executing the day-to-day requirements of a CSM.

If you are motivated to solve complex business problems through innovation and creativity, have a relentless drive for testing new tactics, and bring laser focus to what needs to get done, then this role may be for you.

• Developing and managing value based relationships with a portfolio of Clio's highest value accounts while maintaining net positive retention.

• Partnering 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.

• 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.

• Establishing a regular cadence of communication with customers and proactively engaging via email, phone and Zoom meetings to maintain engagement and adoption of Clio. There is the possibility of onsite travel in the future.

• Delivering regular Business Reviews to demonstrate value and ROI to your customer base.

• Managing and de-escalating customer escalations, 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.

• Identifying cross-sell and expansion opportunities.

• 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, Sales Engineering) to assist in closing new customers, including developing customised 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 prioritise your focus and influence a better customer experience to expand our advocate base.

• Self-motivation, strong collaboration skills, and a genuine passion for exceeding customer expectations.

• Strong communication and relationship leadership skills, with the ability to navigate organisations and champion joint partnerships.

• The ability to prioritise, multi-task and perform at your best in ambiguous environments.

• Proactive customer management and sales instincts, with a drive to promote revenue and growth.

• Confidence leading and facilitating executive meetings and workshops.

• Experience with account planning and managing and executing customer success plans.

• An adaptable, growth oriented mindset that is open to giving and receiving feedback.

• 3+ years of customer-facing experience in a B2B or Enterprise SaaS environment as a Customer Success Manager, Account Executive, Account Manager or Sales Engineer.

• Experience with Salesforce or other SaaS tools.

• A proven track record of portfolio management and a strong understanding of Customer Success.

• Experience working with API-driven applications.

• A proven track record in a dynamic, fast-paced startup environment.

• Exposure to the legal industry or legal technology.

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 and dental coverage

• 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

• Pension contribution 

• Clioversary recognition program with special acknowledgement at 3, 5, 7, and 10 years

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*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 clio.com/careers

We're a Human and High Performing AI company, meaning we use artificial intelligence to improve all of our operations. In recruitment, AI helps us streamline the process for greater efficiency. However, we've 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.