Customer Success Manager at Clio

Manchester, England, United Kingdom

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Not SpecifiedCompensation

Mid-level (3 to 4 years)Experience Level

Full TimeJob Type

UnknownVisa

Legal TechIndustries

Requirements

Transparent passion and enthusiasm for your work
Excellent written and verbal communication skills
Proven stakeholder management and relationship building skills
Proactive problem solver with a customer centric mindset and consultative approach
Technical aptitude and ability to quickly learn and understand complex software solutions
A self-starter who pays attention to detail and has a passion for continuous learning – never afraid to ask questions and always happy to answer them
Ability to methodically manage customer interactions and actions in a structured and organised manner
Gravitas and ability to absorb knowledge that will make their voice heard and valued both internally and externally
Experience in implementing processes and procedures
Demonstrate a keen interest in improving your craft by using AI
Serious bonus points if you have: Proven experience in pre-sales, post-sales, consultancy, or similar customer-facing roles in a SaaS environment
Serious bonus points if you have: Experience in the legal or insurance sector
Serious bonus points if you have: Experience working in case management

Responsibilities

Building and Maintaining Client Relationships: Serving as the primary point of contact, developing long-term, trusted relationships by understanding client goals at both strategic and operational levels
Leading Onboarding and Implementation: Supporting new clients through a smooth onboarding process by delivering training, resources, and ongoing assistance in collaboration with the professional services team
Providing Expert Guidance: Acting as a knowledgeable and trusted advisor, offering insights into the product, industry trends, and client-specific needs to ensure alignment and value delivery
Engaging Proactively: Reaching out regularly to offer best practices, check on progress, and provide support, ensuring clients maximize the platform’s capabilities
Analyzing Data and Reporting Insights: Tracking client behavior and usage patterns to deliver data-driven recommendations that enhance adoption and business results
Advocating for the Customer: Representing the customer’s voice across teams, communicating feedback, feature requests, and concerns to drive improvements in products and services
Driving Renewals and Expansion: Ensuring client satisfaction and outcomes that support contract renewals while identifying and nurturing opportunities to expand usage or upsell features
Developing Educational Resources: Creating and sharing materials such as guides, webinars, and workshops to help clients deepen their understanding and use of the platform

Skills

Key technologies and capabilities for this role

Client Relationship ManagementOnboardingImplementationCustomer TrainingCross-Functional CollaborationProduct ExpertiseIndustry Trends AnalysisRisk IdentificationAdaptive Work ManagementCloud Platforms

Questions & Answers

Common questions about this position

What is the employment type for this Customer Success Manager role?

The position is full-time.

Is this Customer Success Manager position remote or office-based?

This information is not specified in the job description.

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

Candidates need to be highly organised, engaging communicators with excellent written and verbal communication skills, passionate about technology, skilled in relationship-building, and experienced in working with cross-functional teams.

What is the company culture like at Clio for this role?

The team focuses on empowering large law firms with adaptive work management through the cloud, emphasizing collaboration with cross-functional teams like professional services, continuous improvement, and a drive for innovation in legal technology.

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

A strong candidate is highly organized, an engaging communicator passionate about technology, excels at building relationships, guiding clients to achieve goals, and thrives in cross-functional collaboration with a drive for testing new tactics.

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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