Customer Success Manager, Clio

• You are a highly organised and engaging communicator who is passionate about technology and eager to understand both our product and the industries our clients operate in
• With a strong focus on relationship-building, you have experience guiding clients at all levels, helping them achieve their goals while identifying opportunities to improve their experience and outcomes
• You excel working with cross-functional teams, and have a relentless drive for trying and testing new tactics. Your insight helps spot risks, address training gaps, and contribute to the continuous improvement of our service
• Transparent passion and enthusiasm for your work
• Excellent written and verbal communication skills
• Proven stakeholder management and relationship building skills
• Proactive problem solver with a customer centric mindset and consultative approach
• Technical aptitude and ability to quickly learn and understand complex software solutions
• A self-starter who pays attention to detail and has a passion for continuous learning – never afraid to ask questions and always happy to answer them
• Ability to methodically manage customer interactions and actions in a structured and organised manner
• Gravitas and ability to absorb knowledge that will make their voice heard and valued both internally and externally
• Experience in implementing processes and procedures
• Demonstrate a keen interest in improving your craft by using AI

Desirable

• Building and Maintaining Client Relationships: Serving as the primary point of contact, developing long-term, trusted relationships by understanding client goals at both strategic and operational levels
• Leading Onboarding and Implementation: Supporting new clients through a smooth onboarding process by delivering training, resources, and ongoing assistance in collaboration with the professional services team
• Providing Expert Guidance: Acting as a knowledgeable and trusted advisor, offering insights into the product, industry trends, and client-specific needs to ensure alignment and value delivery
• Engaging Proactively: Reaching out regularly to offer best practices, check on progress, and provide support, ensuring clients maximize the platform’s capabilities
• Analyzing Data and Reporting Insights: Tracking client behavior and usage patterns to deliver data-driven recommendations that enhance adoption and business results
• Advocating for the Customer: Representing the customer’s voice across teams, communicating feedback, feature requests, and concerns to drive improvements in products and services
• Driving Renewals and Expansion: Ensuring client satisfaction and outcomes that support contract renewals while identifying and nurturing opportunities to expand usage or upsell features
• Developing Educational Resources: Creating and sharing materials such as guides, webinars, and workshops to help clients deepen their understanding and use of the platform