Senior Manager of Customer Success, Clio
£81.6-101.9k
Legal practice management software
Open for applications
Legal practice management software
1001+ employees
Open for applications
£81.6-101.9k
1001+ employees
Company mission
Clio's mission is to build cloud-based and client-centred technology that will transform the legal experience for all.
Role
Who you are
- Proven leadership experience in a Customer Success leadership role at a SaaS company, ideally with global team oversight
- Experience in a SaaS business where the product requires configurable, project-based implementations
- A visionary approach to CS—able to design scalable systems and transform teams into high-performing, tech-enabled success engines
- Deep understanding of customer lifecycle management, from onboarding through advocacy, with experience driving measurable impact across retention and expansion KPIs
- Experience building and implementing scalable CS processes, tooling, and playbooks
- High emotional intelligence and presence—comfortable working with C-level stakeholders internally and externally
- Strong commercial acumen and experience collaborating with sales on upsell/renewal strategies
- Familiarity with Customer Success platforms (e.g., Gainsight, Catalyst, Totango) and CRM tools (e.g., Salesforce, HubSpot)
- Growth mindset when it comes to process improvement and new technologies, especially AI
- Excellent communication and stakeholder management skills across time zones and cultures
What the job involves
- ShareDo, part of Clio, is a cutting-edge adaptive work management platform that empowers large law firms to develop tailored solutions for managing their work processes. We are currently targeting mid to large law firms who use ShareDo as their Case Management System to streamline processes, maximize margin, and provide improved client experiences
- Global Leadership: Lead and mentor a geographically distributed Customer Success team, ensuring consistent excellence across regions and markets
- Vision & Strategy: Define and execute a global CSM strategy that scales with our growth—leveraging automation, AI, and robust playbooks to drive consistent delivery while maintaining a best in class experience for clients
- Customer Journey Ownership: Own the end-to-end post-sales experience, from onboarding through adoption, renewal, and expansion, ensuring alignment with customer goals and business outcomes
- Tech & Process Enablement: Champion the implementation of scalable, technology-driven processes and tools that support automation, reporting, proactive engagement, and efficient operations
- Cross-functional Collaboration: Partner closely with Sales, Product, Professional Services, and Support to align on client outcomes, feedback loops, and continuous product improvement
- Data-Driven Decisions: Use customer health data, adoption metrics, and feedback to proactively manage risk, drive renewals, and identify expansion opportunities
- Team Development: Recruit, coach, and retain top CSM talent; foster a culture of accountability, excellence, and continuous learning
- Customer Advocacy: Be the internal voice of the customer, ensuring insights from the field are reflected in product roadmaps, service offerings, and strategic decisions
- Client and Partner Engagement: Build strong relationships with clients and partners, presenting business reviews, value updates, and strategic plans
- Deep Product Knowledge: You will gain deep product knowledge and be able to guide your teams in demoing and explaining the key features and value propositions of the product. You will use your expertise to coach and guide your teams to enable them to ensure our customers received the best value from our product
Our take
Modern law firms increasingly manage their work digitally but the lack of a specialised remote solution means that workflows have become fragmented. This leads to legal practice managers having to juggle multiple software solutions across various devices.
Clio provides a legal practice management platform designed for law firms, allowing users to manage billing for legal aid cases, access and manage documents and store files across multiple devices. Whilst other startups are operating in this niche, Clio has uniquely focussed on synchronisation across remote devices and on a wide range of integrations, allowing the user to access information from other industry standard software such as Xero and Klyant from within a single interface.
Clio has raised a large amount of investment capital and benefited from the COVID-era move to cloud technologies. Most recently, it raised a 2024 Series F round, which saw the company attain a valuation exceeding $3 billion. This funding is being used to accelerate AI development and to allow existing investors and employees to cash out their shares.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
Company
Company benefits
- Company equity
- $500 contribution when you become a parent and/or guardian
- 4-week minimum vacation
- Work from home when you need to (role-specific)
- Parental leave options for moms and dads
- Customizable extended health benefits (including $2000 per year to spend on counseling)
- Wellness programs including an onsite naturopath physiotherapist, and RMT (location-dependent), healthy snacks, and exercise classes
Company HQ
Burnaby, BC
Leadership
Jack Newton
(Founder & CEO)Experience as Director of Product Development for Chenomx Inc. from 2004 to 2009. Advisor for Logikcull.com, dealcloser, and Athennian.
Rian Gauvreau
(Board Member)Experience developing legal technology for Gowling Lafleur Henderson LLP from 2000 to 2008. Graduated the University of British Columbia with an M.B.A. in Strategic Management in 2011.
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