Customer Success Manager, Clio

EMEA

€56.1-75.9k

Salesforce
Mid and Senior level
Dublin

More information about location

2+ days a week in office

Clio

Legal practice management software

Be an early applicant

Clio

Legal practice management software

1001+ employees

B2BSecurityComplianceLegalSaaS

Be an early applicant

€56.1-75.9k

Salesforce
Mid and Senior level
Dublin

More information about location

2+ days a week in office

1001+ employees

B2BSecurityComplianceLegalSaaS

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

  • As a Clio Customer Success Manager, you are highly organized and a consummate people-person
  • You deliver consistent, high value experiences, while driving customers towards their strategic business goals
  • 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!
  • Self-motivation, collaboration skills, and passion for exceeding customer expectations
  • Strong communication and relationship leadership skills, with the ability to effectively navigate organizations and champion joint partnerships
  • Ability to prioritize, multi-task, and perform optimally in ambiguous environments
  • Proactive customer management and sales instincts with a drive to promote revenue and growth
  • Highly effective at leading and facilitating executive meetings and workshops
  • Experience with account planning, managing and executing customer success plans
  • Adaptable and growth oriented mindset open to feedback both delivering and receiving
  • 3+ years of customer-facing experience in a B2B/Enterprise SaaS environment as a Customer Success Manager, Account Executive/Manager, Sales Engineer

Desirable

  • Experience with Salesforce or other SaaS tools
  • Proven track record of portfolio management and understanding of Customer Success
  • Experience working with API-driven applications
  • Proven track record in a dynamic startup environment

What the job involves

  • We are currently seeking a Customer Success Manager, EMEA to join our growing Customer Success team in EMEA
  • We are looking for someone who is interested in playing a critical role in a close-knit, supportive team as we strive to become the market leader in the UK and Ireland
  • This team is hyper-focused on enabling our customers’ success at every interaction point with Clio
  • We are a dedicated team who enjoy what we do and are serious about truly making a positive impact on our customers’ businesses
  • Developing and managing value based relationships with a portfolio of Clio’s highest value accounts while maintaining net positive retention
  • Maintaining high levels of customer engagement and satisfaction with a focus on customer adoption and workflow optimization to drive strong renewal and upsell targets
  • Partnering with our customers to deliver an exceptional customer experience and support predictable growth for our business by acting as a trusted business partner
  • Understanding firm needs, tech stack and how our solutions not only fit in but enhance our customers’ ecosystem for a better client experience
  • Managing an effective feedback loop for customer needs through cross-functional interactions with Product, Sales and Onboarding teams
  • Delivering regular Business Reviews to demonstrate value and ROI to customer base
  • Managing and de-escalating customer escalations and working with connective teams to resolve issues
  • Developing Customer Success assets, working collaboratively with Product Development, Product Marketing, and Sales teams to establish and refine customer materials and solutions
  • Providing in-depth and thorough product demonstrations to drive additional growth opportunities
  • Supporting your portfolio base in value add conversations and activating Clio Payments
  • Partnering with Sales leaders (Account Executives, Sale Engineering) to assist in closing new customers - including developing customized Clio implementation solutions
  • Cultivating a pool of advocates to support Sales prospects and grow our referral base
  • Collaborating with Customer Marketing on advocacy initiatives and surprise and delight experiences for our customers
  • Being data-driven: driving adoption and retention, working with Net Promoter Score and customer health metrics to prioritize focus and influence a better customer experience to expand our advocate base

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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
  • Pension plans

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, most recently in a 2021 Series E round which saw the company attain unicorn status with a valuation exceeding $1 billion. This funding is being used to accelerate its product development, hire additional talent, and for expansion into new markets with a focus on the EMEA region, particularly the UK and Ireland.

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Kirsty

Company Specialist at Welcome to the Jungle