Customer Success Manager

Join Clio, a company transforming how lawyers manage their practice. As a Customer Success Manager, you will develop and manage relationships with Clio's highest value accounts, maintain high levels of customer engagement and satisfaction, and partner with customers to deliver an exceptional experience. You will also manage customer escalations, deliver regular business reviews, and collaborate with various teams to enhance customer materials and solutions. This role offers a hybrid work model, equitable compensation, and various benefits.

• 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.
• 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!
• Proactive customer management and sales instincts with a drive to promote revenue and growth
• 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
• Strong communication and relationship leadership skills, with the ability to effectively navigate organizations and champion joint partnerships
• Highly effective at leading and facilitating executive meetings and workshops
• Ability to prioritize, multi-task, and perform optimally in ambiguous environments
• Self-motivation, collaboration skills, and passion for exceeding customer expectations
• Experience with Salesforce or other SaaS tools
• Proven track record of portfolio management and understanding of Customer Success
• Proven track record in a dynamic startup environment
• Experience working with API-driven applications