Senior Customer Success Manager

Job Responsibilities

• 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.
• Use AI-powered analytics, usage metrics, and industry benchmarks to present insights that drive actionable next steps.
• 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.
• Proactively drive team initiatives, and portfolio insights, identifying opportunities and solutions at both the team and cross-functional level.
• 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.

Requirements

• 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.
  • Experience working with API-driven applications.
  • Proven track record in a dynamic startup environment.
  • Experience working with generative AI tools

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