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About the Role

Clio is seeking a Customer Success Manager for its EMEA team to drive market leadership in the UK and Ireland. This role involves owning relationships with high-value accounts, requiring regular travel across the UKI and occasional international travel. The Customer Success team focuses on enabling customer success through every interaction with Clio, aiming to make a positive impact on customer businesses.

Responsibilities

Develop and manage value-based relationships with a portfolio of Clio's highest value accounts, maintaining net positive retention.
Partner with customers to deliver exceptional experiences and support predictable business growth as a trusted advisor on use-case, best practices, and product functionality.
Understand firm needs, tech stacks, and how Clio solutions enhance the customer's ecosystem for a better client experience.
Manage an effective feedback loop for customer needs through cross-functional interactions with Product, Sales, and Onboarding teams.
Establish regular communication cadences with customers, proactively engaging via email, phone, and Zoom to maintain engagement and adoption.
Deliver regular Business Reviews to demonstrate value and ROI to customers.
Manage and de-escalate customer escalations, collaborating with connective teams to resolve issues.
Develop Customer Success assets in collaboration with Product Development, Product Marketing, and Sales teams.
Identify cross-sell and expansion opportunities.
Provide in-depth product demonstrations to drive growth opportunities.
Support portfolio base in value-add conversations and activate Clio Payments.
Partner with Sales leaders to assist in closing new customers, including developing customized Clio implementation solutions.
Cultivate advocates to support Sales prospects and grow the referral base.
Collaborate with Customer Marketing on advocacy initiatives and customer experiences.
Drive adoption and retention using data, Net Promoter Score, and customer health metrics to prioritize focus and influence a better customer experience.

Requirements

Self-motivation, strong collaboration skills, and a passion for exceeding customer expectations.
Strong communication and relationship leadership skills, with the ability to navigate organizations and champion partnerships.
Ability to prioritize, multi-task, and perform in ambiguous environments.
Proactive customer management and sales instincts, with a drive to promote revenue and growth.
Confidence leading and facilitating executive meetings and workshops.
Experience with account planning and managing/executing customer success plans.
Adaptable, growth-oriented mindset open to giving and receiving feedback.
3+ years of customer-facing experience in a B2B or Enterprise SaaS environment as a Customer Success Manager, Account Executive, Account Manager, or Sales Engineer.
Experience with Salesforce or other SaaS tools.
Proven track record of portfolio management and strong understanding of Customer Success.
Experience working with API-driven applications.
Proven track record in a dynamic, fast-paced startup environment.
Exposure to the legal industry or legal technology.

Skills

Legal AI technology
Customer Success Management
Relationship building
Account management
Salesforce
SaaS tools
API-driven applications
Legal industry
Legal technology

Location

UK
Ireland

Work Type

Hybrid
Occasional international travel

Experience Level

3+ years of customer-facing experience in a B2B or Enterprise SaaS environment

Benefits

Competitive, equitable salary
Top-tier health benefits
Dental coverage
Flexible time off policy
Pension contribution
Clioversary recognition program

About the Company

Clio is the global leader in legal AI technology, empowering legal professionals and law firms of every size to work smarter, faster, and more securely.
We are transforming the legal experience for all by bettering the lives of legal professionals while increasing access to justice.
Clio is more than just a tech company; we are a global leader transforming the legal experience for all.
We are a Human and High Performing AI company, using artificial intelligence to improve operations.
Clio is on a mission to transform the legal experience for all.
Clio is the global leader in legal AI, building the platform that powers the future of legal work.
We are advancing a comprehensive strategy that spans the full lifecycle of legal work—from knowledge and insight to execution and outcomes.
The Intelligent Legal Work Platform is the legal industry’s first System of Action, turning information into insight and insight into action.
Clio for Enterprise extends this foundation to support the complexity, scale, and operational rigor of global organizations.
Backed by industry-leading data and intelligence, Clio is building the infrastructure that enables legal teams to operate with greater speed, confidence, and impact.
Clio's leadership and momentum have been recognized globally, achieving Centaur status, honored on the Forbes Cloud 100 and Fortune’s Future 50, named Innovator of the Year, and a Platinum Club member of Canada’s Best Managed Companies.
Consistently recognized as one of Canada’s Top 100 Employers and a Top Employer for Young People, with international offices earning placements on Great Place to Work’s Best Workplaces lists.
Headquartered in Vancouver, Canada, Clio has grown to more than 2,000 employees across offices in Toronto, Calgary, Dublin, Manchester, Sydney, Barcelona, and Bogotá.

Equal Opportunity

We are dedicated to diversity, equity and inclusion.
We pride ourselves in building and fostering an environment where our teams feel included, valued, and enabled to do the best work of their careers, wherever they choose to log in from.
We believe that different perspectives, skills, backgrounds, and experiences result in higher-performing teams and better innovation.
We are committed to equal employment and encourage candidates from all backgrounds to apply.
Clio provides accessibility accommodations during the recruitment process. Should you require any accommodation, please let us know and we will work with you to meet your needs.