Senior Manager, Customer Success at Clio

Manchester, England, United Kingdom

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Not SpecifiedCompensation

Senior (5 to 8 years), Expert & Leadership (9+ years)Experience Level

Full TimeJob Type

UnknownVisa

Legal TechIndustries

Requirements

Proven leadership experience in a Customer Success leadership role at a SaaS company, ideally with global team oversight
Experience in a SaaS business where the product requires configurable, project-based implementations
A visionary approach to CS—able to design scalable systems and transform teams into high-performing, tech-enabled success engines
Deep understanding of customer lifecycle management, from onboarding through advocacy, with experience driving measurable impact across retention and expansion KPIs
Experience building and implementing scalable CS processes, tooling, and playbooks
High emotional intelligence and presence—comfortable working with C-level stakeholders internally and externally
Strong commercial acumen and experience collaborating with sales on upsell/renewal strategies
Familiarity with Customer Success platforms (e.g., Gainsight, Catalyst, Totango) and CRM tools (e.g., Salesforce, HubSpot)
Growth mindset when it comes to process improvement and new technologies, especially AI
Excellent communication and stakeholder management skills across time zones and cultures

Responsibilities

Lead and mentor a geographically distributed Customer Success team, ensuring consistent excellence across regions and markets
Define and execute a global CSM strategy that scales with our growth—leveraging automation, AI, and robust playbooks to drive consistent delivery while maintaining a best in class experience for clients
Own the end-to-end post-sales experience, from onboarding through adoption, renewal, and expansion, ensuring alignment with customer goals and business outcomes
Champion the implementation of scalable, technology-driven processes and tools that support automation, reporting, proactive engagement, and efficient operations
Partner closely with Sales, Product, Professional Services, and Support to align on client outcomes, feedback loops, and continuous product improvement
Use customer health data, adoption metrics, and feedback to proactively manage risk, drive renewals, and identify expansion opportunities
Recruit, coach, and retain top CSM talent; foster a culture of accountability, excellence, and continuous learning
Be the internal voice of the customer, ensuring insights from the field are reflected in product roadmaps, service offerings, and strategic decisions
Build strong relationships with clients and partners, presenting business reviews, value updates, and strategic plans
Gain deep product knowledge and guide teams in demoing and explaining key features and value propositions; coach teams to ensure customers receive the best value from the product

Skills

Customer Success

Team Leadership

Strategy

Onboarding

Customer Adoption

Renewal Management

Expansion

Automation

Playbooks

Customer Health Metrics

Adoption Metrics

Data-Driven Decisions

Cross-Functional Collaboration

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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