Customer Success Associate
Optix
Customer Success Manager
Clio - Cloud-Based Legal Technology
full-time
Posted on:
Location Type: Hybrid
Location: Vancouver • 🇨🇦 Canada
Visit company websiteSalary
💰 CA$76,500 - CA$103,500 per year
Job Level
Mid-LevelSenior
About the role
- 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.
Requirements
- 3+ years of customer-facing experience in a B2B/Enterprise SaaS environment as a Customer Success Manager, Account Executive/Manager, Sales Engineer
- Self-motivation, collaboration skills, and passion for exceeding customer expectations
- Strong communication and relationship leadership skills, with the ability to effectively navigate organizations and champion joint partnerships
- Ability to prioritize, multi-task, and perform optimally in ambiguous environments
- Proactive customer management and sales instincts with a drive to promote revenue and growth.
- Highly effective at leading and facilitating executive meetings and workshops
- Experience with account planning, managing and executing customer success plans
- Adaptable and growth-oriented mindset open to feedback both delivering and receiving
Benefits
- Competitive, equitable salary with top-tier health benefits, dental, and vision insurance
- Hybrid work environment, with expectation for local Clions (Vancouver, Calgary, Toronto, and Dublin) to be in office minimum 2 days per week on our Anchor Days.
- Flexible time off policy, with an encouraged 20 days off per year.
- $2000 annual counseling benefit
- RRSP matching and RESP contribution
- Clioversary recognition program with special acknowledgement at 3, 5, 7, and 10 years
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
customer success managementaccount planningproduct demonstrationsworkflow optimizationcustomer health metricsNet Promoter ScoreB2B SaaSsales engineeringcustomer retention strategiesupselling
Soft skills
self-motivationcollaborationcommunicationrelationship leadershipprioritizationmulti-taskingproactive managementadaptabilitygrowth-oriented mindsetfacilitation