Customer Success Manager

7 days ago

Vancouver, Canada Clio Full time

-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.

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;-
- 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.

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

Clio provides accessibility ac

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