Senior Customer Success Manager, Clio

• 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!
• 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

Desirable

• 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
• 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