Clio is more than just a technology company – we are a global leader working to transform the legal experience for everyone Improving the lives of workers in the legal field while Increase access to justice.

summary:

Clio is changing the way lawyers run their practices, and we’re looking to get…Customer Success ManagerTo join our Customer Success team at vancouver, Calgary or toronto.

What your team does:

Our Customer Success team is laser-focused on providing an exceptional customer lifecycle experience. We are a dedicated team that enjoys what we do and is serious about making a positive impact on our clients’ businesses.

Who are you:

As a Clio Customer Success Manager, you are highly organized and have a good people personality. You deliver consistent, high-value experiences, while driving customers toward their strategic business goals. You are an experienced relationship builder and customer advocate with well-developed skills in implementing the day-to-day requirements of quality management.

If you are motivated and passionate about solving complex business problems through innovation and creativity, have a relentless drive to try and test new approaches and practice a laser-focused focus on what needs to be done, then this role could be for you!

What you will work on:

• Develop and manage value-based relationships with a range of highest value Clio accounts while maintaining positive net retention.
• Maintain high levels of customer engagement and satisfaction with a focus on customer adoption and workflow optimization to achieve aggressive renewal goals and increase sales.
• Partnering with our customers to deliver an exceptional customer experience and support the expected growth of our business by serving as a trusted business partner.
• Understanding the company’s needs and technology stack and how our solutions not only fit into our customers’ ecosystem, but also enhance it for a better customer experience.
• Manage an effective feedback loop for customer needs through cross-functional interactions with product, sales and onboarding teams.
• Provide regular business reviews to demonstrate value and ROI to the customer base.
• Manage and de-escalate customer escalations and work with connected teams to resolve issues.
• Develop customer success assets, working collaboratively with product development, product marketing and sales teams to create and improve customer materials and solutions.
• Provide in-depth and comprehensive product demos to promote additional growth opportunities.
• Support your portfolio base in value-add conversations and enable Clio payments.
• Partner with sales leaders (account executives and sales engineering) to help close new customers – including developing custom Clio implementation solutions.
• Grow a group of supporters to support sales prospects and grow our referral base.
• Collaborate with Customer Marketing on advocacy initiatives and experiences that surprise and delight our customers.
• Data Driven: Drive adoption and retention, working with Net Promoter Score and customer health metrics to prioritize focus and influence better customer experience to expand our supporter base.

What you may have:

• Self-motivation, collaboration skills, and passion for exceeding customer expectations
• Strong communication and relationship leadership skills, with the ability to effectively navigate organizations and support joint partnerships
• Ability to prioritize, multitask, and perform optimally in ambiguous environments
• Proactive customer management and sales instincts with a drive to enhance revenue and growth
• Highly effective in leading and facilitating executive meetings and workshops
• Experience in account planning, managing and implementing customer success plans
• An adaptable, growth-oriented mindset that is open to feedback both in delivery and receipt
• 3+ years of customer-facing experience in a B2B/Enterprise SaaS environment as a Customer Success Manager, Account Executive, and Sales Engineer.

Serious bonus points if you have:

• Experience with Salesforce or other SaaS tools
• Proven track record of portfolio management and understanding of customer success
• Experience working with Application Programming Interface (API) driven applications.
• Proven track record in a dynamic startup environment

What you will find here:

Compensation is a key component of Clio’s Total Rewards program. We have developed a series of programs and processes to ensure we create fair and competitive pay practices that form the foundation of our humane, high-performance culture.

Some highlights of our Total Rewards program include:

• Competitive and fair salary with top-notch health benefits, dental and vision insurance
• A mixed working environment, with local Clions (Vancouver, Calgary, Toronto and Dublin) expected to be in the office at least two days a week on our installation days.
• Flexible leave policy, with 20 days off per year encouraged.
• Annual consulting benefit is $2000
• RRSP matching and RESP contribution
• Cleoversary recognition program with special recognition at 3, 5, 7 and 10 years

The full salary range* for this role is $76,500 to $90,000 to $103,500 CAD. Please note that salary ranges may vary based on location and local currency. Additionally, benefit offerings may vary depending on the employee’s location.

*We aim to hire all candidates between the low end and midpoint of the full salary range. We reserve the midpoint to the high end of the salary range for internal employees who demonstrate high performance and continued impact at Clio. The final offer amount for this role will depend on the individual experience and skill set of the candidate. Please note that there is a separate set of salary ranges for other regions based on the local currency.

Diversity, Inclusion, Belonging, and Equity (DIBE) and Accessibility

Our team shows who we are, united by our mission. We are committed to Diversity, equity and inclusion. We take pride in building and fostering an environment where our teams feel included, valued and empowered to do the best work of their careers, wherever they choose to sign on from. We believe that different perspectives, skills, backgrounds and experiences lead to higher performing teams and better innovation. We are committed to equal employment opportunity and encourage candidates from all backgrounds to apply.

Clio provides accessibility during the recruitment process. If you need any accommodations, please let us know and we will work with you to meet your needs.

Learn more about our culture at clio.com/careers

Disclaimer: We only communicate with candidates through official @clio.com email addresses.