Clio - Cloud-Based Legal Technology

Enterprise Customer Success Manager

Clio - Cloud-Based Legal Technology

full-time

Posted on:

Location Type: Remote

Location: New York • United States

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Salary

💰 $110,500 - $149,500 per year

About the role

  • Establishing trusted advisor relationships with top enterprise law firms and large organizations by aligning senior stakeholders including partners, operations, knowledge management, and practice area leadership to drive strategic outcomes and maximize firm-wide adoption of Clio’s solutions.
  • Leading onboarding, enablement, and adoption plans focused on time-to-value, legal workflow optimization, and long-term retention.
  • Delivering high-impact customer programs that empower users, create internal champions, and drive adoption and customer value.
  • Enabling customer and partner teams to develop expert enterprise configuration capabilities by signposting them to the right resources and supporting them through their journey.
  • Identifying and resolving risks and issues that may impact customers product rollout velocity.
  • Managing structured success plans and business reviews that demonstrate ROI, track progress, and align to shared business objectives.
  • Identifying and supporting expansion opportunities by collaborating with pod teammates to position relevant solutions across the Clio product suite.
  • Identifying and implementing AI-driven workflows to reduce administrative overhead and increase time spent on high-value strategic consulting.
  • Facilitating coordination between customer stakeholders and internal teams, ensuring smooth integrations, roadmap alignment, and cross-functional execution.
  • Own and drive complex customer escalations, coordinating cross-functional teams to achieve rapid and effective resolution.
  • Playing a key role in the renewal process by ensuring account health, aligning stakeholders, and partnering with pod teammates to position successful contract continuation and growth.
  • Interpreting data signals and customer inputs to proactively address risk, surface opportunities, and improve the customer experience.
  • Maintain CRM hygiene (e.g. Success Plans, Health Scores, etc.) to enable data-driven decision-making.
  • Contributing to team initiatives, playbooks, and knowledge-sharing to elevate enterprise delivery standards and scale success across the organization.

Requirements

  • 4+ years in a customer-facing role, with at least 3+ years SaaS Customer Success or Account Management experience, including direct ownership of KPIs (retention, expansion, adoption) within complex, multi-stakeholder enterprise accounts.
  • Proven ability to lead onboarding, enablement, and change management initiatives that drive measurable product adoption and business outcomes.
  • Executive communication and facilitation skills, comfortable leading strategic business reviews, training sessions, and roadmap discussions with senior legal and operational stakeholders.
  • Strong experience managing escalations and coordinating cross-functional teams to drive issue resolution.
  • Strong relationship-building skills with the ability to navigate complex organizational structures, build internal champions, and collaborate across Sales, Product, and Support teams.
  • Exceptional project management skills with a track record of balancing multiple priorities while delivering high-impact results.
  • Demonstrated ability to influence customer decisions and internal strategy through data, insights, and relationship-building.
  • Understanding and experience of large scale IT rollouts.
  • Comfort translating technical concepts to non-technical audiences and aligning solutions to customer workflows, especially in legal, professional services, or regulated industries.
  • Proficiency in Customer Success and CRM tools (e.g., Gainsight, Totango, ChurnZero, Salesforce), and a process-oriented approach to managing your book of business.
  • Experience using AI tools (e.g., ChatGPT, Claude, or specialized legal AI) to automate administrative tasks, draft communications, or analyze customer data.
  • Curiosity about legal technology and generative AI, and a willingness to travel for key customer engagements and internal collaboration.
Benefits
  • Competitive, equitable salary with top-tier health benefits, dental, and vision insurance
  • Hybrid work environment, with expectation for local Clions (Vancouver, Calgary, Toronto, Dublin and Sydney) to be in office min. twice per week.
  • 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 & Tools
SaaS Customer SuccessAccount ManagementOnboardingChange ManagementProject ManagementData AnalysisAI-driven WorkflowsLegal Workflow OptimizationCustomer Experience ImprovementKPI Management
Soft Skills
Executive CommunicationFacilitationRelationship BuildingInfluencingCollaborationProblem SolvingAdaptabilityCuriosityTrainingStrategic Thinking