Enterprise Customer Success Manager

4 weeks ago


Vancouver, British Columbia, Canada T-Net British Columbia Full time
Manager, Customer Onboarding and Implementation

We are seeking a seasoned leader to oversee the Onboarding and Implementation team, responsible for delivering a seamless experience for our high-value customers.

This role will collaborate with the Senior Manager of Onboarding to drive innovation and best-in-class implementation practices, leveraging a deep understanding of enterprise customer goals and workflows.

Key Responsibilities:
  • Develop and implement strategies to improve onboarding and implementation processes;
  • Lead a team of Onboarding Specialists and Implementation Managers to achieve concrete and rewarding value for customers;
  • Collaborate with cross-functional teams, including Customer Success Managers, Data Migrations, and Account Builder teams, to provide a seamless onboarding experience;
  • Drive tactical and strategic ideas to support a seamless tiered onboarding experience, resulting in high customer adoption rates and low churn;
  • Act as an escalation point for service resolution and challenging customer issues;
  • Implement and analyze key metrics and performance indicators to improve service levels;
  • Live and role model the Clio company values.
Requirements:
  • 3+ years of progressive leadership experience, including 2+ years as a manager of managers;
  • Experience leading teams responsible for Enterprise Customer Success, Professional Services, and/or Implementation;
  • Strong experience building out Implementation functions and processes;
  • Experience using a CRM system to manage customer ownership and interactions;
  • Experience working closely with Sales organizations;
  • Experience working in a SaaS company;
  • Passion for helping customers achieve their goals through technology;
  • Leadership and coaching capabilities with high standards and an obsession for doing right by customers;
  • Ability to thrive in a rapidly changing environment and be excited by interesting and complex challenges;
  • Comfort thinking outside of the box and experimenting with new approaches;
  • Clear and concise communication grounded in empathy and radical candor;
  • A commitment to diversity and inclusion and working with teams from diverse backgrounds.
Bonus Points:
  • Experience with using Salesforce.com;
  • Experience with Customer Success platforms;
  • Experience building scalable learning solutions;
  • Background in adult learning practices;
  • Previous work experience in high-volume customer onboarding.
About Clio:

Clio is a leading provider of cloud-based legal practice management software. We are committed to diversity, equity, and inclusion, and we strive to create a workplace where our teams feel included, valued, and enabled to do their best work.

We offer a competitive salary, comprehensive benefits, and a hybrid work environment. If you are a motivated and experienced leader looking to join a dynamic team, please apply.



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