Customer Success Manager, Clio

• 2-3+ years leading Customer Success Managers or Account Managers preferably within SaaS
• A proven passion for people management and a track record of coaching individuals towards KPIS
• Strong analytical skills with the ability to interpret data to drive strategy and solve complex business problems
• The ability to articulate technical concepts and product value propositions with clarity and impact
• A collaborative mindset with the ability to influence cross-functional teams (Product, Sales &Ops)
• A healthy obsession for customers, and an incessant drive to innovate
• Ability to travel as needed for client visits and regional events

Desirable

• The EMEA Success team is the engine driving retention, adoption, and growth for Clio’s diverse regional portfolio.
• You will lead two specialised motions: a Mid-Market CSM team hyper-focused on delivering high-touch, strategic consultancy for our most complex firms, and a Scaled Success Account Management team, a newly established innovation hub in EMEA.
• Together, these teams ensure every customer, from solo practitioners to large firms, unlocks the full value of Clio’s core platform and AI offerings, driving the legal industry forward through tailored workflows, proactive enablement, and a relentless focus on long-term business impact
• Manage and coach a team of CSMs and Scaled Account Managers, fostering a culture of high performance, resilience, and continuous improvement
• Drive the team toward excellence in core metrics, including Net Retention (NRR), customer adoption, and expansion growth
• Engage directly with key accounts supporting your team, attend industry events and conduct client on-sites to deepen relationships and ensure Clio’s value is fully realised
• Assist in building structure for key motions such as Executive Business Reviews, account plans and health checks for the EMEA book
• Act as the first line of leadership investigation for customer escalations, identifying root causes and partnering with cross-functional stakeholders to drive swift resolutions
• Build a robust partnership with the Product team. Act as the primary advocate for EMEA customers by translating feedback into clear technical specifications and high-impact value propositions
• Conduct detailed reporting on customer behaviour, needs, and trends to inform team strategy
• Regularly monitor health metrics to proactively identify at-risk accounts and capture potential expansion opportunities
• In partnership with Sales, Onboarding, Data Migrations and CS Operations, develop scalable, repeatable processes and playbooks that ensure efficient execution across the entire customer base
• Tackle complex challenges with creativity and agility, ensuring that our product and processes evolve to meet the unique needs of the legal industry