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About the Role

Clio is seeking a Customer Success Specialist for its growing APAC team. This role is crucial for establishing market leadership in the region, focusing on customer onboarding and ongoing success. You will join a supportive team and play a key part in transforming the legal experience by helping legal professionals work smarter, faster, and more securely.

Responsibilities

• Conduct tailored strategy and training sessions to ensure customers successfully adopt Clio’s products.
• Identify and drive customers toward their “first value” milestone, ensuring a seamless onboarding experience.
• Customize the onboarding journey to each firm’s specific needs, balancing structure with flexibility.
• Work closely with Sales and other Customer Success teams to ensure smooth transitions from pre-sales to onboarding.
• Manage multiple client journeys simultaneously, observing tasks and deadlines.
• Actively monitor customer account health to mitigate churn risks through proactive engagement.
• Balance multiple onboarding projects, meeting deadlines while ensuring high-quality service.
• Handle inbound requests via phone, email, and chat, ensuring high customer satisfaction (CSAT) and First Call Resolution.
• Demonstrate expertise in Clio’s suite of products, including compliance nuances, advanced workflows, integrations, and best practices.
• Diagnose, investigate, and resolve customer challenges, including undocumented or complex issues.
• Coordinate resolution with Technical Escalations only when necessary.
• Manage escalations effectively, knowing when to escalate and when to drive solutions independently.
• Provide clear, confident, and empathetic communication tailored to customers’ technical expertise levels.
• Promote self-help resources and encourage product adoption.
• Act as a champion for NPS and Value Add initiatives.
• Identify and proactively share cross-sell opportunities that align with customer needs.
• Capture feedback on the product for the Product team.
• Stay updated on new product releases to champion them within customer conversations.
• Contribute to internal documentation, improving team knowledge.
• Contribute to the customer-facing knowledge center.
• Assist in mentoring junior team members, sharing expertise through coaching and guidance.
• Drive continuous improvement by identifying inefficiencies and proposing solutions.
• Contribute to and lead personal and group projects to influence team growth and improve service delivery, processes, and culture.

Requirements

• Self-motivation, strong collaboration skills, and a genuine passion for exceeding customer expectations.
• Strong communication and relationship-building skills, with the ability to navigate organizations and tailor your approach to different technical expertise levels.
• Ability to prioritize, multi-task, and perform at your best in ambiguous environments.
• A proactive, solutions-oriented mindset with a drive to reduce churn and support long-term customer success.
• Experience with account planning, onboarding journeys, and managing customer success plans.
• An adaptable, growth-oriented mindset that is open to giving and receiving feedback.
• 3+ years of customer-facing experience in a B2B or Enterprise SaaS environment as a Customer Success Specialist, Onboarding Specialist, Support Specialist, or similar role.

Skills

• Customer Success
• Onboarding
• Relationship Building
• Problem-Solving
• Communication
• Collaboration
• Prioritization
• Multi-tasking
• Account Planning
• Customer Success Plans
• SaaS

Location

• APAC

Work Type

• Hybrid

Experience Level

• 3+ years

Salary/Compensations

• $88,000 to $103,500 to $119,000 AUD

Benefits

• Competitive, equitable salary
• Top-tier health benefits
• Hybrid work environment
• Flexible time off policy (20 days encouraged)
• 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 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.
• Clio for Enterprise extends this foundation to support the complexity, scale, and operational rigor of global organizations.
• Clio's leadership and momentum have been recognized globally, achieving Centaur status, a Forbes Cloud 100 honoree, Fortune’s Future 50, 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.
• 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 believe that different perspectives, skills, backgrounds, and experiences result in higher-performing teams and better innovation.
• We are committed to equal employment and we 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.