Customer Success Manager

Requirements

• As a Clio Customer Success Manager, you are highly organized and a consummate people-person
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• You deliver consistent, high value experiences, while driving customers towards their strategic business goals
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• You’re an experienced relationship builder, customer advocate and have well developed skills in executing the day-to-day requirements of a CSM
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• 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!
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• Self-motivation, collaboration skills, and passion for exceeding customer expectations
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• Strong communication and relationship leadership skills, with the ability to effectively navigate organizations and champion joint partnerships
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• Ability to prioritize, multi-task, and perform optimally in ambiguous environments
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• Proactive customer management and sales instincts with a drive to promote revenue and growth
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• Highly effective at leading and facilitating executive meetings and workshops
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• Experience with account planning, managing and executing customer success plans
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• Adaptable and growth oriented mindset open to feedback both delivering and receiving
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• 3+ years of customer-facing experience in a B2B/Enterprise SaaS environment as a Customer Success Manager, Account Executive/Manager, Sales Engineer
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• (Desirable) Experience with Salesforce or other SaaS tools
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• (Desirable) Proven track record of portfolio management and understanding of Customer Success
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• (Desirable) Experience working with API-driven applications
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• (Desirable) Proven track record in a dynamic startup environment

What the job involves

• Clio is transforming how lawyers manage their practice, and we’re seeking a Customer Success Manager to join our Customer Success team in Vancouver, Calgary or Toronto
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• 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
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• Developing and managing value based relationships with a portfolio of Clio’s highest value accounts while maintaining net positive retention
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• Maintaining high levels of customer engagement and satisfaction with a focus on customer adoption and workflow optimization to drive strong renewal and upsell targets
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• Partnering with our customers to deliver an exceptional customer experience and support predictable growth for our business by acting as a trusted business partner
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• Understanding firm needs, tech stack and how our solutions not only fit in but enhance our customers’ ecosystem for a better client experience
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• Managing an effective feedback loop for customer needs through cross-functional interactions with Product, Sales and Onboarding teams
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• Delivering regular Business Reviews to demonstrate value and ROI to customer base
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• Managing and de-escalating customer escalations and working with connective teams to resolve issues
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• Developing Customer Success assets, working collaboratively with Product Development, Product Marketing, and Sales teams to establish and refine customer materials and solutions
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• Providing in-depth and thorough product demonstrations to drive additional growth opportunities
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• Supporting your portfolio base in value add conversations and activating Clio Payments
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• Partnering with Sales leaders (Account Executives, Sale Engineering) to assist in closing new customers - including developing customized Clio implementation solutions
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• Cultivating a pool of advocates to support Sales prospects and grow our referral base
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• Collaborating with Customer Marketing on advocacy initiatives and surprise and delight experiences for our customers
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• Being data-driven: driving adoption and retention, working with Net Promoter Score and customer health metrics to prioritize focus and influence a better customer experience to expand our advocate base
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