Customer Success Manager

• 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
• Our Customer Success team is hyperfocused on providing an exceptional customer lifecycle experience. We are a dedicated team who enjoy what we do and are serious about 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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Benefits

• Specialized learning and development programs and access to an in-house performance coach
• Equitable compensation for your contributions, regardless of gender, race, or any other identifying factor
• Access to pay transparency on all of our global roles
• Company equity for applicable employees
• RRSP-matching in Canada, 401k in the US, and pension plans in Ireland
• Hybrid model – striking the right balance between the benefits of in person connectivity that in office brings, and the flexibility of remote
• Flexible paid time off (4-week minimum with opportunities for personalization based on individual needs and achievements)
• Parental leave options for birthing and non-birthing parents
• A $500 contribution to your child’s RESP
• Various health, dental, and vision benefits for you and your family, including an Employee and Family Assistance Program
• Virtual and In-person Wellness Programs to support mental and physical health
• Paid time for volunteering through our Clio Gives program
• $2000 annual counseling benefit for CAD Clions

• 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!
• Proactive customer management and sales instincts with a drive to promote revenue and growth
• 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
• Strong communication and relationship leadership skills, with the ability to effectively navigate organizations and champion joint partnerships
• Highly effective at leading and facilitating executive meetings and workshops
• Ability to prioritize, multi-task, and perform optimally in ambiguous environments
• Self-motivation, collaboration skills, and passion for exceeding customer expectations
• Experience with Salesforce or other SaaS tools
• Proven track record of portfolio management and understanding of Customer Success
• Proven track record in a dynamic startup environment
• Experience working with API-driven applications