Customer Success Manager at Clio

London, England, United Kingdom

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Not SpecifiedCompensation

Mid-level (3 to 4 years), Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Legal Tech, SaaSIndustries

Requirements

Ability to develop and manage value-based relationships with high-value accounts while maintaining net positive retention
Expertise in partnering with customers to deliver exceptional experiences, acting as a trusted advisor on use cases, best practices, and product functionality
Understanding of firm needs, tech stacks, and how solutions integrate and enhance customer ecosystems
Capability to manage feedback loops through cross-functional interactions with Product, Sales, and Onboarding teams
Proficiency in establishing regular communication cadences via email, phone, Zoom, and potential onsite travel
Skills in delivering Business Reviews to demonstrate value and ROI
Experience in managing and de-escalating customer escalations, collaborating with teams to resolve issues
Ability to develop Customer Success assets collaboratively with Product Development, Product Marketing, and Sales
Talent for identifying cross-sell and expansion opportunities, providing in-depth product demonstrations
Knowledge to support portfolios in value-add conversations and activating features like Clio Payments
Partnership skills with Sales leaders (Account Executives, Sales Engineering) for closing new customers and customized implementations
Ability to cultivate advocates for Sales prospects and grow referral bases
Collaboration with Customer Marketing on advocacy initiatives and customer experiences
Data-driven approach using Net Promoter Score, customer health metrics, adoption, and retention to prioritize and influence experiences

Responsibilities

Develop and manage value-based relationships with a portfolio of Clio’s highest value accounts while maintaining net positive retention
Partner with customers to deliver exceptional customer experiences and support predictable business growth
Understand customer firm needs, tech stacks, and enhance their ecosystems for better client experiences
Manage effective feedback loops for customer needs via cross-functional teams (Product, Sales, Onboarding)
Establish regular communication cadences and proactively engage customers via email, phone, Zoom (with possible onsite travel)
Deliver regular Business Reviews to demonstrate value and ROI
Manage and de-escalate customer escalations, resolving issues with relevant teams
Develop Customer Success assets collaboratively with Product Development, Product Marketing, and Sales
Identify cross-sell and expansion opportunities
Provide in-depth product demonstrations to drive growth
Support portfolio in value-add conversations and activating Clio Payments
Partner with Sales leaders to close new customers, including customized Clio implementations
Cultivate advocates to support Sales prospects and grow referrals
Collaborate with Customer Marketing on advocacy initiatives and surprise-and-delight experiences
Be data-driven: drive adoption and retention using NPS and health metrics to prioritize and expand advocate base

Skills

Key technologies and capabilities for this role

Customer SuccessAccount ManagementNet RetentionBusiness ReviewsROI AnalysisEscalation ManagementCross-sellProduct DemonstrationsCross-functional CollaborationData-drivenAdvocacySales Support

Questions & Answers

Common questions about this position

What does the compensation package include?

Clio offers a competitive, equitable salary along with top-tier health benefits, dental, and vision insurance, RRSP matching, RESP contribution, and a $2000 annual counseling benefit.

Is this a remote position, or is office attendance required?

It's a hybrid work environment with an expectation for local employees in Vancouver, Calgary, Toronto, and Dublin to be in the office a minimum of 2 days per week on Anchor Days.

What key skills are needed for the Customer Success Manager role?

Key skills include building value-based customer relationships, product knowledge for demonstrations and best practices, data-driven decision-making with metrics like Net Promoter Score, cross-functional collaboration, and managing escalations.

What is the company culture like at Clio?

Clio fosters a human and high-performing culture focused on fair pay practices, bettering lives of legal professionals, and creating exceptional customer experiences through collaboration and recognition programs like Clioversary.

What makes a strong candidate for this Customer Success Manager position?

Strong candidates excel at managing high-value accounts, driving adoption and retention through data metrics, collaborating cross-functionally, and identifying expansion opportunities while delivering exceptional customer experiences.

Clio

Legal practice management software provider

About Clio

Clio provides legal practice management software that helps law firms operate more efficiently. Its two main products, Clio Grow and Clio Manage, serve different purposes: Clio Grow enhances the client intake process and engagement, while Clio Manage allows firms to organize tasks, manage cases, handle documents, and process payments in one platform. Clio caters to a diverse clientele, from solo practitioners to large firms, and operates on a subscription model, charging users monthly or annually for access to its software. The goal of Clio is to improve the efficiency of legal practices and reduce administrative burdens, ultimately supporting their growth.

Burnaby, CanadaHeadquarters

2008Year Founded

$1,279.9MTotal Funding

SERIES_FCompany Stage

LegalIndustries

1,001-5,000Employees

Benefits

Company equity

401k

Parental leave options and stipend

Flexible paid time off

Stipend to support WFH

Various wellness benefitsand programs

Risks

Emerging AI-driven legal tech startups could challenge Clio's market share.

Staying private may limit Clio's access to public market capital.

Significant investment in AI and expansion may strain Clio's resources.

Differentiation

Clio offers a comprehensive suite for law firm management, including client intake and payments.

Clio's products, Clio Grow and Clio Manage, streamline operations for legal professionals.

Clio's cloud-based platform supports solo practitioners and large law firms alike.

Upsides

Clio raised $900M in 2024, marking the largest Canadian software funding round.

Clio plans to enhance AI capabilities and expand into international markets.

Clio's subscription model generates $200M in annual recurring revenue.

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