Customer Success Manager

Clio is more than just a tech company–we are a global leader that is transforming the legal experience for all by bettering the lives of legal professionals while increasing access to justice.

Summary:

We are currently seeking a Customer Success Manager, EMEA  to join our growing Customer Success team in EMEA. This role will be based in the Greater London area on a remote basis with a requirement for regular travel to meet customers in the UK and occasional international travel for team events. 

We are looking for someone who is interested in playing a critical role in a close-knit, supportive team as we strive to become the market leader in the UK and Ireland. This team is hyper-focused on enabling our customers’ success at every interaction point with Clio. We are a dedicated team who enjoy what we do and are serious about truly making a positive impact on our customers’ businesses. 

What your team does:

Our Customer Success team is hyperfocused on providing an exceptional customer lifecycle experience. We are a dedicated team who enjoy what we do and are serious about making a positive impact on our customers’ businesses.

As a Clio Customer Success Manager, you are highly organised 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! 

 

What you’ll work on:

• Developing and managing value based relationships with a portfolio of Clio’s highest value accounts while maintaining net positive retention. 

• Maintaining high levels of customer engagement and satisfaction with a focus on customer adoption and workflow optimization to drive strong renewal and upsell targets.

• Partnering with our customers to deliver an exceptional customer experience and support predictable growth for our business by acting as a trusted business partner.

• Understanding firm needs, tech stack and how our solutions not only fit in but enhance our customers’ ecosystem for a better client experience.

• Managing an effective feedback loop for customer needs through cross-functional interactions with Product, Sales and Onboarding teams.

• Delivering regular Business Reviews to demonstrate value and ROI to customer base.

• Managing and de-escalating customer escalations and working with connective teams to resolve issues.

• Developing Customer Success assets, working collaboratively with Product Development, Product Marketing, and Sales teams to establish and refine customer materials and solutions.

• Providing in-depth and thorough product demonstrations to drive additional growth opportunities.

• Supporting your portfolio base in value add conversations and activating Clio Payments.

• Partnering with Sales leaders (Account Executives, Sale Engineering) to assist in closing new customers - including developing customised Clio implementation solutions.

• Cultivating a pool of advocates to support Sales prospects and grow our referral base.

• Collaborating with Customer Marketing on advocacy initiatives and surprise and delight experiences for our customers.

• Being data-driven: driving adoption and retention, working with Net Promoter Score and customer health metrics to prioritise focus and influence a better customer experience to expand our advocate 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 organisations and champion joint partnerships

• Ability to prioritise, multi-task, and perform optimally in ambiguous environments

• Proactive customer management and sales instincts with a drive to promote revenue and growth 

• Highly effective at leading and facilitating executive meetings and workshops

• Experience with account planning, managing and executing customer success plans

• Adaptable and growth oriented mindset open to feedback both delivering and receiving 

• 3+ years of customer-facing experience in a B2B/Enterprise SaaS environment as a Customer Success Manager, Account Executive/Manager, 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 API-driven applications

• Proven track record in a dynamic startup environment

 

What you will find here:

Compensation is one of the main components of Clio’s Total Rewards Program. We have developed a series of programs and processes to ensure we are creating fair and competitive pay practices that form the foundation of our human and high-performing culture.

Some highlights of our Total Rewards program include: 

• Competitive, equitable salary with top-tier health benefits and dental coverage

• Hybrid work environment, with expectation for local Clions (Dublin) to be in office min. once per week on our Anchor Day

• Flexible time off policy

• Pension contribution 

• Clioversary recognition program with special acknowledgement at 3, 5, 7, and 10 years

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The full salary range* for this role is £50,200 to £59,000 to £67,900 GBP.Please note there are a separate set of salary bands for other regions based on local currency.

*We aim to hire all candidates between the minimum and the midpoint of the full salary range. We reserve the midpoint to the maximum of the salary band for internal employees who demonstrate sustained high performance and impact at Clio. The final offer amount for this role will be dependent on individual experience and skillset of the candidate.

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.

Learn more about our culture at clio.com/careers

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