Customer Success Manager, Clio

• You’re an experienced relationship builder, customer advocate and have well developed skills in executing the day-to-day requirements of a CSM
• 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

• Clio is transforming how lawyers manage their practice, and we’re seeking a Customer Success Manager to join our Customer Success team in Vancouver, Calgary or Toronto
• 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
• 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