Senior Customer Success Manager

Join Clio, a leading legal technology company, as a Senior Customer Success Manager. In this role, you will establish trusted advisor relationships with high-value accounts, drive customer engagement and satisfaction, and leverage AI-driven insights to identify growth opportunities. You will also act as a thought leader for AI adoption in legal practice management and coach fellow team members to build a culture of excellence. Enjoy a hybrid work model, flexible paid time off, and various health and wellness benefits.

• Establish and maintain trusted adviser relationships with high-value accounts, integration partners, and key stakeholders to ensure alignment with customer business goals.
• Utilize AI-powered analytics, usage metrics, and industry benchmarks to present insights that drive actionable next steps, facilitating executive-level business reviews.
• Drive team success metrics and recommend strategies to increase customer ROI, usage, and adoption of Clio’s offerings and services.
• 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!
• You’re an experienced relationship builder, customer advocate and have well developed skills in executing the day-to-day requirements of a CSM
• Previous experience owning Customer Success KPIs
• Ability to prioritize, multi-task and adjust to shifting priorities
• Experience developing processes and leading change management
• Ability to discuss high-level technical concepts with non-technical stakeholders
• Have worked with CS CRMs (Gainsight, Totantgo, Churnzero)
• 4+ years of SaaS CSM experience driving retention, growth and advocacy within a book of business
• Navigate customer organizational structures to identify and build relationships with executives and stakeholders
• Proven track record in a dynamic startup environment
• Clear, succinct and adaptable communication skills to lead on­site strategic business reviews with stakeholders ranging from individual contributors to senior leadership
• Experience in legal technology or legal background
• Strong knowledge of business processes (Sales, Marketing, Product,, Support)
• Experience working with API-driven applications
• Experience working with generative AI tools
• Demonstrated experience in enterprise account management