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Customer Success Manager
Full-time
Clio is the global leader in legal AI technology, empowering legal professionals and law firms to work smarter, faster, and more securely. We're seeking a Customer Success Manager to join our Customer Success Management team in Vancouver, Calgary, or Toronto.
What You'll Work On
Develop and manage value-based relationships with a portfolio of Clio's highest-value accounts while maintaining net positive retention.
Maintain high customer engagement and satisfaction, focusing on adoption and workflow optimization to drive renewal and upsell outcomes.
Act as a trusted business partner, understanding firm needs, tech stack, and how Clio's solutions enhance the customer's ecosystem.
Leverage AI-powered insights and tools to proactively identify customer needs and drive retention and growth.
Guide and educate customers on adopting Clio's AI product capabilities to unlock measurable business impact.
Collaborate cross-functionally to share customer feedback on AI usage and refine AI capabilities.
Deliver regular Business Reviews to demonstrate value and ROI.
Manage and de-escalate customer escalations, working with connective teams to resolve issues.
Provide in-depth product demonstrations and activate Clio Payments.
Partner with Sales leaders to assist in closing new customers and cultivate a pool of advocates.
Be data-driven, using Net Promoter Score and customer health metrics to prioritize focus.
What You May Have
Self-motivation, collaboration skills, and passion for exceeding customer expectations.
Strong communication and relationship-building skills.
