Senior Customer Success Manager, Clio

• You are a commercially astute, strategically minded enterprise customer success professional who brings genuine executive presence to every client interaction
• You are comfortable leading conversations at Board and C-suite level, not just presenting, but influencing, and you understand how to connect a technology platform to the business outcomes that matter most to senior stakeholders
• You thrive in complexity: large, multi-stakeholder accounts, long-horizon relationships, and high-stakes renewals are where you do your best work
• You bring the credibility of a trusted advisor, the rigour of a programme manager, and the instincts of someone who can spot risk and opportunity in equal measure
• You're deeply curious about the legal industry, and your clients feel that
• Demonstrated experience managing large, complex enterprise accounts, ideally in a SaaS or technology environment, with a track record of retention, expansion, and measurable customer outcomes
• Genuine C-suite and Board-level presence: you can hold a room, command credibility, and navigate senior stakeholder dynamics with ease
• Deep commercial awareness, you understand renewal mechanics, expansion economics, and how to position value in the language of business impact
• Strong programme and project management instincts, with the ability to manage multiple workstreams and stakeholders simultaneously without losing grip on the detail
• Exceptional written and verbal communication skills, from a concise executive summary to a complex stakeholder presentation, your output is always polished and purposeful
• A consultative, insight-led approach to customer engagement, you lead with curiosity, back your recommendations with data, and know when to challenge as well as support
• The ability to operate with ambiguity and autonomy, you don't need a playbook for every situation, and you bring structure where it doesn't exist
• Experience navigating organisational complexity within both customer and vendor organisations, you know how to get things done across teams
• A genuine interest in AI and how it is reshaping both your own craft and the legal industry you serve

Desirable

• Executive Relationship Management Owning the senior stakeholder relationship across a portfolio of large, complex enterprise law firm accounts, including Managing Partners, COOs, CTOs, and Heads of Innovation
• You will build and maintain multi-threaded relationships across both operational and strategic layers of the business, ensuring Clio Operate are positioned as long-term strategic partners, not just software vendors
• Strategic Account Planning & Value Delivery Developing and maintaining comprehensive account plans that map client business objectives to platform capability, define measurable success criteria, and outline a clear roadmap for value realisation
• You will lead regular Executive Business Reviews that demonstrate ROI, benchmark outcomes, and set the strategic direction for the partnership
• Enterprise Onboarding & Programme Oversight Acting as the senior CS lead across complex, multi-phase implementations, coordinating with Professional Services, Product, and Engineering to ensure delivery against agreed scope, timelines, and outcomes
• You will escalate effectively, manage dependencies, and ensure the client always has a clear picture of progress and accountability
• Consultative Advisory Serving as a trusted advisor on platform strategy, legal workflow design, and digital transformation, bringing informed perspectives on industry trends, peer benchmarks, and emerging capability
• You will be the person clients call when they have a challenge they haven't yet articulated as a product question
• Revenue Expansion Identifying and progressing expansion opportunities, whether through increased usage, additional modules, or adjacent Clio products, in close collaboration with your aligned Account Executive
• You will be a credible commercial partner to the sales team, not just a support function
• Enablement & Change Management Designing and delivering senior-level enablement programmes that accelerate adoption, build internal champions, and embed the platform into the firm's operating model, going beyond feature training to drive genuine organisational change