Customer Success Manager, Clio

Team Lead

CA$95.2-142.8k

The expected new hire commission range for this role is $16,800 to $21,000 to $25,200 CAD. The opportunity to earn commissions beyond the stated amounts are possible as commission earnings are uncapped. For experienced individuals, we typically hire at or around the midpoint of the band. The top portion of the salary band is reserved for employees who demonstrate sustained high performance and impact at Clio.

Salesforce

Gainsight

Senior and Expert level

Toronto

2+ days a week in office

Legal practice management software

Be an early applicant

Legal practice management software

1001+ employees

B2BSecurityComplianceLegalSaaS

Be an early applicant

CA$95.2-142.8k

Salesforce

Gainsight

Senior and Expert level

Toronto

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.

Job

Company

Role

Who you are

Contagious passion for Customer Success, this individual brings a proven track record of managing SMB and enterprise portfolios in a SaaS environment and worked in start up and hypergrowth environments
Strong performance management who can coach and develop team members with empathy and curiosity, creating a positive, supportive culture while driving accountability against KPIs and team deliverables
Excels in guiding the customer journey through a data-driven approach, leveraging systems to enhance customer experience. Skilled in data analysis and process creation, able to translate insights into strategic decisions, prioritize effectively, and drive continuous improvement
A top performer with a history of building efficiencies, enhancing customer experiences, and holding their team accountable to clear, results-focused metrics
Experienced in handling diverse customer portfolios and touch models, adapting strategies to meet varied client needs
Solution-focused and resilient, thriving on the opportunity to tackle tough challenges with creativity and agility
Articulates technical specifications and product value propositions with clarity and impact, both verbally and in writing
Motivated, detail-oriented, confident, and competitive, with a drive for excellence and high achievement
A relationship builder with exceptional interpersonal skills, inspiring high performance and loyalty from those around them
A solution-focused problem solver who thrives finding solutions to tough challenges
4+ years of previous experience in a B2B software within Customer Success Management
2+ years of previous leadership experience in a Team Lead, CSM role
Experience with business reviews, QBRs, scorecards, performance reviews, project management and BI tools
Strong sense of self awareness and accountability
Experience in owning customer escalations and outcomes
Experience with CS systems (Salesforce.com, Gainsight, ChurnZero etc.)
Experience growing and scaling Customer Success teams

What the job involves

Reporting to the Director of Customer Success Management, you will provide leadership, mentorship and assistance to day-to-day operations of Clio’s growing team of global Customer Success Managers
This department is responsible for retaining a portfolio of Clio’s Mid-Market customers , driving product adoption and growing revenue across a customer’s lifetime with Clio
We are seeking someone with an entrepreneurial spirit that has strong previous experience in both B2B customer success management and leadership
Provide coaching and mentorship to the North America-based team, fostering a culture of accountability, innovation, continuous improvement, and high performance, ensuring consistent development and effective performance management across all team members
Design and drive initiatives to enhance customer satisfaction, leveraging data insights to identify opportunities for process improvements that optimize the customer journey
Oversee the execution of critical lifecycle stages ensuring consistency and high impact at every point in the customer journey
Oversee a diverse portfolio, conducting detailed reporting and analysis to drive insights into customer behavior, needs, and trends. Use these insights to inform team strategies that support KPI attainment, including net retention, customer adoption, and growth
Regularly monitor and report on customer health metrics, proactively identifying at-risk accounts and potential expansion opportunities to support the Director in managing funnel visibility and strategic decision-making
Support customer escalations and act as the first line of leadership investigation to identify root cause, solutions, and partner with cross-functional stakeholders to drive closure and success
Develop scalable, repeatable processes and playbooks that address team and customer needs, supporting efficient and consistent execution of customer success activities across all stages of the customer lifecycle
Partner closely with Sales, Marketing Product, and other key teams to ensure alignment with strategic initiatives and organizational goals
Act as the advocate for customer needs and insights within the organization, influencing product development and strategic decisions that drive customer success
Collaborate with operations and technology teams to ensure the effective deployment and adoption of tools and drive performance management
This is a new role

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

Glassdoor (3.6)

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
RRSP-matching

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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