Senior Manager of Enterprise Customer Success Management, Clio

• You are a strategic operator and trusted advisor who thrives on enabling customers through transformation
• You excel at navigating complex organizations, aligning executive stakeholders, and driving measurable impact through technology adoption. You’re passionate about AI, legal innovation, and building long-term partnerships
• 8+ years of SaaS Customer Success, Account Management, or related experience, with direct ownership of enterprise KPIs (retention, expansion, adoption)
• 5+ years of experience leading Enterprise Customer Success Managers
• Demonstrated success leading change management and enablement programs that drive measurable business outcomes in complex, multi-stakeholder accounts
• Executive presence with exceptional communication and facilitation skills—confident leading business reviews, training, and roadmap conversations with senior stakeholders
• Strong relationship-building ability, skilled at navigating organizational complexity and building champions
• Experience translating technical solutions into business outcomes for professional services, legal, or other regulated industries
• Proficiency with Customer Success and CRM platforms (e.g., Gainsight, Totango, ChurnZero, Salesforce) and a process-oriented approach to account management
• Curiosity about legal innovation and AI, with the flexibility to travel for key engagements and team collaboration

Desirable

• We are currently seeking a Senior Manager, Enterprise Customer Success Management to lead our Enterprise Customer Success Team. We're looking for someone in New York City
• Our Customer Success team is at the center of Clio’s transformation into a world-class enterprise legal technology provider
• With the launch of Clio’s enterprise product suite we are enabling the most sophisticated law firms in the world to unlock new levels of productivity, insight, and value with AI-powered legal technology
• As a Senior Manager, Enterprise Customer Success Management your team will work within a pod structure—collaborating with Account Executives, Solutions Architects, and Legal Architects—to deliver exceptional customer outcomes and sustainable growth
• Lead, coach, and develop a team of Enterprise Customer Success Managers, ensuring they deliver world-class service and drive measurable outcomes for top enterprise law firms and large organizations
• Establish trusted advisor relationships at the executive and senior stakeholder level (partners, operations, knowledge management, and practice area leadership) by guiding the team in aligning customer strategies to firm-wide adoption of Clio’s solutions
• Oversee onboarding, enablement, and adoption programs, ensuring the team accelerates time-to-value, optimizes legal workflows, and drives long-term customer retention
• Guide the design and delivery of high-impact training initiatives that empower users, create champions, and drive adoption of generative AI and advanced legal technology across enterprise clients
• Ensure the team executes structured success plans and business reviews that showcase ROI, track progress, and connect directly to shared business objectives
• Partner with Sales, Product, and other cross-functional teams to identify and support expansion opportunities, positioning Clio’s full product suite effectively across the enterprise customer base
• Oversee renewal strategies by monitoring account health, supporting executive alignment, and enabling the team to secure successful contract continuation and growth
• Leverage data insights and customer feedback to coach the team in proactively managing risk, surfacing opportunities, and elevating the enterprise customer experience
• Contribute to the evolution of enterprise success standards by developing playbooks, scaling best practices, and driving team-wide initiatives that improve efficiency and impact