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About the Role
Clio is seeking a Customer Success Specialist for its growing APAC team. This role is crucial for achieving market leadership in the region, focusing on customer onboarding and ongoing success. You will join a supportive team dedicated to making a positive impact on customer businesses.
Responsibilities
- Conduct tailored strategy and training sessions to ensure successful product adoption.
- Drive customers toward their “first value” milestone, ensuring a seamless onboarding experience.
- Customize the onboarding journey to each firm’s specific needs.
- Work closely with Sales and other Customer Success teams for smooth transitions.
- Manage multiple client journeys, monitoring account health to mitigate churn risks.
- Balance multiple onboarding projects, meeting deadlines while ensuring high-quality service.
- Handle inbound requests via phone, email, and chat, ensuring high customer satisfaction and First Call Resolution.
- Diagnose, investigate, and resolve customer challenges, including complex issues.
- 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.
- Identify and proactively share cross-sell opportunities.
- Capture feedback on the product for the Product team and stay updated on new releases.
- Contribute to internal and customer-facing documentation.
- Assist in mentoring junior team members.
- 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 organisations and tailor your approach to different technical expertise levels.
- The ability to prioritise, 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
- Legal AI technology
- Customer onboarding
- Customer success management
- Relationship building
- Problem-solving
- Communication
- Account planning
- SaaS
- Product adoption
- Cross-selling
Location
- APAC
Work Type
- Hybrid
Experience Level
- 3+ years
Salary/Compensations
- $88,000 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.
- We're a Human and High Performing AI company, meaning we use artificial intelligence to improve all of our operations.
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.