About this role
Senior Customer Success ManagerClioBe an Early ApplicantFull TimeseniorCalgary, Alberta, CAPosted Today## Role OverviewClio is hiring a Senior Customer Success Manager. This is a full-time role in Calgary. Part of Clio's Lifecycle hiring, posted today.
Salary ContextSalary is not disclosed in this posting. Market median for Senior-level Lifecycle roles is $113k-$160k (based on 15 comparable listings).
Resume
Keywords to IncludeMake sure these keywords appear in your resume to improve ATS scoringAPISaaSCSMROIORAccessibilityChange ManagementCompensationSign up free to auto-tailor your resume with all these keywords and get a higher ATS score## Job descriptionClio 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.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 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!What you'll work on:
Establish a trusted adviser relationship with your portfolio of high-value accounts, integration partners, and key stakeholders, ensuring Clio's products and services are closely aligned with customer business goals.
Facilitate executive-level business reviews to align with customer goals, measure ROI, and reinforce Clio's value proposition.
Maintain high levels of customer engagement and satisfaction, with a focus on adoption and workflow optimization to drive strong renewal and upsell outcomes.
Drive team success metrics and recommend strategies to increase customer ROI, usage, and adoption of Clio's offerings and services.
Coordinate engagement between critical accounts, Product Management, Sales Engineering, and other functions to investigate and evaluate future needs, advocating for customers while balancing business priorities.
Develop an expert understanding of Clio's products and services to proactively recommend solutions aligned with customers' strategic goals.
Leverage AI-driven insights and predictive analytics to identify opportunities for growth, workflow optimization, and risk mitigation, aligning Clio's AI-powered solutions with customers' strategic objectives.
Partner with Product and Data teams to provide feedback on AI features, ensuring they enhance legal workflows and deliver measurable ROI.
Act as a thought leader for AI adoption in legal practice management, guiding customers through change management and driving successful integration.
Interpret customer data, feedback, and inputs to relay opportunities across departments.
Coach and support fellow team members to build a culture of excellence and continuous improvement.What you may have:
4+ years of SaaS CSM experience driving retention, growth and advocacy within a book of business.
Previous experience owning Customer Success KPIs Experience developing processes and leading change management* Have worked with CS CRMs (Gainsight, Totantgo, Churnzero) Clear, succinct and adaptable communication skills to lead onsite strategic business reviews with stakeholders ranging from individual contributors to senior leadership.
Ability to discuss high-level technical concepts with non-technical stakeholders.
Ability to prioritize, multi-task and adjust to shifting priorities.
Strong knowledge of business processes (Sales, Marketing, Product,, Support).
Navigate customer organizational structures to identify and build relationships with executives and stakeholders.Serious bonus points if you have:
Experience in legal technology or legal background* Demonstrated experience in enterprise account management.
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.Competitive, equitable salary with top-tier health benefits, dental, and vision insurance Hybrid work environment, with expectation for loca