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About the Role

As a Clio Customer Success Manager, you are highly organized and a consummate people-person. You deliver consistent, high value experiences, while driving customers towards their strategic business goals. You’re an experienced relationship builder, customer advocate and have well developed skills in executing the day-to-day requirements of a CSM. If you’re excited and motivated to solve complex business problems through innovation and creativity, have a relentless drive for trying and testing new tactics and exercising laser focus on what needs to be done, then this role may be for you!

Responsibilities

Establish a trusted adviser relationship with your portfolio of high-value accounts, integration partners, and key stakeholders, ensuring Clio’s products and services are closely aligned with customer business goals.
Use AI-powered analytics, usage metrics, and industry benchmarks to present insights that drive actionable next steps.
Facilitate executive-level business reviews to align with customer goals, measure ROI, and reinforce Clio’s value proposition.
Maintain high levels of customer engagement and satisfaction, with a focus on adoption and workflow optimization to drive strong renewal and upsell outcomes.
Drive team success metrics and recommend strategies to increase customer ROI, usage, and adoption of Clio’s offerings and services.
Coordinate engagement between critical accounts, Product Management, Sales Engineering, and other functions to investigate and evaluate future needs, advocating for customers while balancing business priorities.
Develop an expert understanding of Clio’s products and services to proactively recommend solutions aligned with customers’ strategic goals.
Leverage AI-driven insights and predictive analytics to identify opportunities for growth, workflow optimization, and risk mitigation, aligning Clio’s AI-powered solutions with customers’ strategic objectives.
Partner with Product and Data teams to provide feedback on AI features, ensuring they enhance legal workflows and deliver measurable ROI.
Act as a thought leader for AI adoption in legal practice management, guiding customers through change management and driving successful integration.
Proactively drive team initiatives, and portfolio insights, identifying opportunities and solutions at both the team and cross-functional level.
Interpret customer data, feedback, and inputs to relay opportunities across departments.
Coach and support fellow team members to build a culture of excellence and continuous improvement.

Requirements

4+ years of SaaS CSM experience driving retention, growth and advocacy within a book of business.
Previous experience owning Customer Success KPIs
Experience developing processes and leading change management
Have worked with CS CRMs (Gainsight, Totantgo, Churnzero)
Clear, succinct and adaptable communication skills to lead onsite strategic business reviews with stakeholders ranging from individual contributors to senior leadership.
Ability to discuss high-level technical concepts with non-technical stakeholders.
Ability to prioritize, multi-task and adjust to shifting priorities.
Strong knowledge of business processes (Sales, Marketing, Product,, Support).
Navigate customer organizational structures to identify and build relationships with executives and stakeholders.

Skills

AI-powered analytics
Usage metrics
Industry benchmarks
Executive-level business reviews
Customer engagement
Customer satisfaction
Adoption
Workflow optimization
Renewal
Upsell
Team success metrics
Customer ROI
Product Management
Sales Engineering
AI-driven insights
Predictive analytics
Growth opportunities
Risk mitigation
AI-powered solutions
Generative AI tools

Location

Vancouver
Calgary
Toronto
Dublin
Sydney

Work Type

Hybrid work environment

Experience Level

4+ years of SaaS CSM experience

Salary/Compensations

$96,600 to $113,600 to $130,600 CAD
$17,000 to $20,000 to $23,000 CAD commission

Benefits

Competitive, equitable salary
Top-tier health benefits
Dental insurance
Vision insurance
Flexible time off policy, with an encouraged 20 days off per year.
$2000 annual counseling benefit
RRSP matching
RESP contribution
Clioversary recognition program with special acknowledgement at 3, 5, 7, and 10 years

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.
We're a Human and High Performing AI company, meaning we use artificial intelligence to improve all of our 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.
With the scale, data, and ambition to redefine how the legal industry operates, we are advancing a comprehensive strategy that spans the full lifecycle of legal work—from knowledge and insight to execution and outcomes.
At the center of this vision is the Intelligent Legal Work Platform, the legal industry’s first System of Action.
By combining Clio’s core product suite with Clio Work and AI-native capabilities, the platform turns information into insight and insight into action.
As we expand into the enterprise, Clio for Enterprise extends this foundation to support the complexity, scale, and operational rigor of global organizations through solutions like Clio Operate and Vincent by Clio.
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.
In 2022, we achieved Centaur status, a milestone reached by fewer than 200 private SaaS companies worldwide.
We are a proud honoree of the Forbes Cloud 100 and Fortune’s Future 50, have been named Innovator of the Year, and are a Platinum Club member of Canada’s Best Managed Companies.
We are consistently recognized as one of Canada’s Top 100 Employers and a Top Employer for Young People, with our international offices also 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—bringing together diverse perspectives to solve one of the world’s most complex and impactful professional challenges.
Join Clio and help define the future of legal work through AI.
Learn more at clio.com/careers.

Equal Opportunity

Diversity, Inclusion, Belonging and Equity (DIBE) & Accessibility
Our team shows up as their authentic selves, and are united by our mission.
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 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.