Customer Success Manager, Clio

• As a Clio Customer Success Manager, you are highly organised and a true people-person
• You deliver consistent, high value experiences while guiding customers towards their strategic business goals
• You are an experienced relationship builder and customer advocate, with well developed skills in executing the day-to-day requirements of a CSM
• If you are motivated to solve complex business problems through innovation and creativity, have a relentless drive for testing new tactics, and bring laser focus to what needs to get done, then this role may be for you
• Self-motivation, strong collaboration skills, and a genuine passion for exceeding customer expectations
• Strong communication and relationship leadership skills, with the ability to navigate organisations and champion joint partnerships
• The ability to prioritise, multi-task and perform at your best in ambiguous environments
• Proactive customer management and sales instincts, with a drive to promote revenue and growth
• Confidence leading and facilitating executive meetings and workshops
• Experience with account planning and managing and executing customer success plans
• An adaptable, growth oriented mindset that is open to giving and receiving feedback
• 3+ years of customer-facing experience in a B2B or Enterprise SaaS environment as a Customer Success Manager, Account Executive, Account Manager or Sales Engineer

Desirable

• We are growing our Customer Success team in EMEA, and we are looking for a Customer Success Manager to play a critical role as we strive to become the market leader across the UK and Ireland
• This is a chance to join a close-knit, supportive team and own relationships with some of Clio's highest value accounts in the region
• Developing and managing value based relationships with a portfolio of Clio's highest value accounts while maintaining net positive retention
• Partnering with our customers to deliver an exceptional customer experience and support predictable growth for our business by acting as a trusted business partner on use-case, best practices and product functionality
• 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
• Establishing a regular cadence of communication with customers and proactively engaging via email, phone and Zoom meetings to maintain engagement and adoption of Clio
• There is the possibility of onsite travel in the future
• Delivering regular Business Reviews to demonstrate value and ROI to your customer base
• Managing and de-escalating customer escalations, 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
• Identifying cross-sell and expansion opportunities
• 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, Sales Engineering) to assist in closing new customers, including developing customised 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 prioritise your focus and influence a better customer experience to expand our advocate base