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Customer Success Manager

5 months ago

Vancouver, Canada T-Net British Columbia Full time

Our Customer Success team is hyperfocused on providing an exceptional customer lifecycle experience. We are a dedicated team who enjoy what we do and are serious about making a positive impact on our customers' businesses.

Who you are:

As a Clio Customer Success Manager, you are highly organized and a consummate people-person. You deliver consistent, high value experiences, while driving customers towards their strategic business goals. You're an experienced relationship builder, customer advocate and have well developed skills in executing the day-to-day requirements of a CSM.

If you're excited and motivated to solve complex business problems through innovation and creativity, have a relentless drive for trying and testing new tactics and exercising laser focus on what needs to be done, then this role may be for you This role is available to candidates in our Vancouver, Calgary, or Toronto hub locations.

What you'll work on:
  • 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.
What you bring:
  • 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 environment;
  • 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;
  • 3+ years of customer-facing experience in a B2B/Enterprise SaaS environment as a Customer Success Manager, Account Executive/Manager, Sales Engineer.
Serious bonus points if you have:
  • Experience with Salesforce or other SaaS tools;
  • Proven track record of portfolio management and understanding of Customer Success;
  • Experience working with API-driven applications;
  • Proven track record in a dynamic startup environment.

What you will find here:

Compensation is one of the main components of Clio's Total Rewards Program. We have developed a series of programs and processes to ensure we are creating fair and competitive pay practices that form the foundation of our human and high-performing culture.

Some highlights of our Total Rewards program include:

  • 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 min. once per week on our Anchor Day.
  • Flexible time off policy, with an encouraged 20 days off per year.
  • RRSP matching and RESP contribution
  • Clioversary recognition program with special acknowledgement at 3, 5, 7, and 10 years

Clio is more than just a tech company-we are a global leader that is transforming the legal experience for all by bettering the lives of legal professionals while increasing access to justice .

Summary:What your team does:

Our Customer Success team is hyperfocused on providing an exceptional customer lifecycle experience. We are a dedicated team who enjoy what we do and are serious about making a positive impact on our customers' businesses.

Who you are:

As a Clio Customer Success Manager, you are highly organized and a consummate people-person. You deliver consistent, high value experiences, while driving customers towards their strategic business goals. You're an experienced relationship builder, customer advocate and have well developed skills in executing the day-to-day requirements of a CSM.

If you're excited and motivated to solve complex business problems through innovation and creativity, have a relentless drive for trying and testing new tactics and exercising laser focus on what needs to be done, then this role may be for you This role is available to candidates in our Vancouver, Calgary, or Toronto hub locations.

What you'll work on:
  • 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.
What you bring:
  • 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 environment;
  • 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;
  • 3+ years of customer-facing experience in a B2B/Enterprise SaaS environment as a Customer Success Manager, Account Executive/Manager, Sales Engineer.
Serious bonus points if you have:
  • Experience with Salesforce or other SaaS tools;
  • Proven track record of portfolio management and understanding of Customer Success;
  • Experience working with API-driven applications;
  • Proven track record in a dynamic startup environment.

What you will find here:

Compensation is one of the main components of Clio's Total Rewards Program. We have developed a series of programs and processes to ensure we are creating fair and competitive pay practices that form the foundation of our human and high-performing culture.

Some highlights of our Total Rewards program include:

  • 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 min. once per week on our Anchor Day.
  • 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
The expected salary range* for this role is $76,500 to $103,500 CAD. Please note there are a separate set of salary bands for other regions based on local currency.

*Our salary bands are designed to reflect the range of skills and experience needed for the position and to allow room for growth at Clio. For experienced individuals, we typically hire at or around the midpoint of the band. The top portion of the salary band is reserved for employees who demonstrate sustained high performance and impact at Clio. Those who are new to the role may join below the midpoint and develop their skills over time. The final offer amount for this role will be dependent on geographical region, applicable experience, and skillset of the candidate.

Diversity, Inclusion, Belonging and Equity (DIBE) & Accessibility

Our team shows up as their authentic selves, and are united by our mission. We are dedicated to diversity, equity and inclusion . We pride ourselves in building and fostering an environment where our teams feel included, valued, and enabled to do the best work of their careers, wherever they choose to log in from. We believe that different perspectives, skills, backgrounds, and experiences result in higher-performing teams and better innovation. We are committed to equal employment and we encourage candidates from all backgrounds to apply.

Clio provides accessibility accommodations during the recruitment process. Should you require any accommodation, please let us know and we will work with you to meet your needs.

Learn more about our culture at clio.com/careers

Clio

Burnaby, BC (Other Tech Sectors)
100-499 Employees In BC (100-499 Employees Total)
Founded: 2008

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