Manage and coach a team of CSMs and Scaled Account Managers, fostering a culture of high performance, resilience, and continuous improvement
Drive the team toward excellence in core metrics, including Net Retention (NRR), customer adoption, and expansion growth
Engage directly with key accounts supporting your team, attend industry events and conduct client on-sites to deepen relationships and ensure Clio’s value is fully realised
Assist in building structure for key motions such as Executive Business Reviews, account plans and health checks for the EMEA book
Act as the first line of leadership investigation for customer escalations, identifying root causes and partnering with cross-functional stakeholders to drive swift resolutions
Build a robust partnership with the Product team. Act as the primary advocate for EMEA customers by translating feedback into clear technical specifications and high-impact value propositions
Conduct detailed reporting on customer behaviour, needs, and trends to inform team strategy
Regularly monitor health metrics to proactively identify at-risk accounts and capture potential expansion opportunities
In partnership with Sales, Onboarding, Data Migrations and CS Operations, develop scalable, repeatable processes and playbooks that ensure efficient execution across the entire customer base
Tackle complex challenges with creativity and agility, ensuring that our product and processes evolve to meet the unique needs of the legal industry

Requirements

2-3+ years leading Customer Success Managers or Account Managers preferably within SaaS.
A proven passion for people management and a track record of coaching individuals towards KPIS
Strong analytical skills with the ability to interpret data to drive strategy and solve complex business problems
The ability to articulate technical concepts and product value propositions with clarity and impact
A collaborative mindset with the ability to influence cross-functional teams (Product, Sales &Ops).
A healthy obsession for customers, and an incessant drive to innovate
Growth mindset when it comes to process improvement and new technologies, especially AI
Ability to travel as needed for client visits and regional events

Benefits

Competitive, equitable salary with top-tier health benefits and dental coverage
Hybrid work environment, with expectation for local Clions (Vancouver, Calgary, Toronto, Dublin and Sydney) to be in office minimum twice per week.
Flexible time off policy
Pension 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

data analysiscustomer success managementSaaSKPI trackingtechnical specificationsreportingprocess improvementAI technologies

Soft Skills

people managementcoachinganalytical skillscommunicationcollaborationinfluencecreativityagilitycustomer obsessiongrowth mindset