Customer Success Manager at Clio

Vancouver, British Columbia, Canada

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Not SpecifiedCompensation

Mid-level (3 to 4 years)Experience Level

Full TimeJob Type

UnknownVisa

Legal Tech, SaaSIndustries

Requirements

Highly organized and a consummate people-person
Delivers consistent, high value experiences
Experienced relationship builder, customer advocate
Well-developed skills in executing the day-to-day requirements of a Customer Success Manager

Responsibilities

Building and maintaining value-based relationships with a portfolio of Clio’s highest value accounts, aiming for net positive retention
Maintaining high levels of customer engagement and satisfaction, focusing on customer adoption and workflow optimization to drive strong renewal and upsell targets
Partnering with customers to deliver an exceptional customer experience and support predictable growth for the business, acting as a trusted business partner
Understanding firm needs, tech stack, and how Clio’s solutions fit in and enhance the customer’s ecosystem for a better client experience
Managing an effective feedback loop for customer needs through cross-functional interactions with Product, Sales, and Onboarding teams
Developing Customer Success assets, working collaboratively with Product Development, Product Marketing, and Sales teams to establish and refine customer materials and solutions
Delivering 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, Sales 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
Driving adoption and retention through data analysis
Managing and de-escalating customer escalations and working with connective teams to resolve issues

Skills

Customer Relationship Management

Customer Engagement

Product Demonstrations

Workflow Optimization

Renewal Management

Upsell Strategies

Cross-functional Collaboration

Feedback Management

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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