Senior Customer Success Manager, Clio

• 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
• Experience 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
• The ability to discuss high-level technical concepts with non-technical stakeholders
• The 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
• 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!

Desirable

• As a Clio Senior Customer Success Manager, you are highly organised and a consummate people-person. You deliver consistent, high value experiences, while driving customers towards their strategic business goals
• Directly impacting important KPIs such as proactive churn prevention, adoption, expansion, customer retention, plus various project deliverables
• Proactively reaching out to customers to ensure they are receiving value from Clio
• Re-engaging customers with Clio usage through your understanding of the product, customer personas and the value available to our customers
• Consistently exceeding sales targets. Identifying, acting upon, and converting revenue opportunities
• Providing analysis on conversion success, and iterating on opportunity type
• Managing and retaining incoming lifecycle opportunities such as refunds and escalations
• Being a product knowledge expert - demonstrating a deep understanding of Clio Products, integrations and customer workflows
• Executing on the most complex (non-technical) customer interactions
• Working on and leading cross-functional customer-driven and departmental projects
• Working as a point of escalation for Customer Account Managers
• Onboarding new employees, mentor and coach other team members to performance excellence
• Sharing feedback with the Product organisation to ensure we are building with customer front of mind
• Reaching out to promoters for the brand, referrals, revenue and possible advocacy opportunities