Customer Success Manager

• 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 customized 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 prioritize focus and influence a better customer experience to expand our advocate base.

Customer Success Manager

Manager, Customer Success

Customer Success Manager

Customer Success Associate