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Enterprise Customer Experience Manager

2 weeks ago

Vancouver, British Columbia, Canada T-Net British Columbia Full time
Job Description

Clioversary recognition program with special acknowledgement at 3, 5, 7, and 10 years.

About Clio

Clio is a global leader transforming the legal experience for all by bettering the lives of legal professionals while increasing access to justice. Our team shows up as their authentic selves, united by our mission to build and foster an environment where teams feel included, valued, and enabled to do the best work of their careers.

Salary Benefits
  • Competitive, equitable salary with top-tier health benefits, dental, and vision insurance
  • Hybrid work environment, with expectation for local Clions 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
Job Responsibilities

We are seeking a highly organized and people-person who delivers consistent, high value experiences, driving customers towards their strategic business goals. As a Customer Success Manager, you will:

  • Maintain high levels of customer engagement and satisfaction with a focus on customer adoption and workflow optimization to drive strong renewal and upsell targets;
  • Partner with our customers to deliver an exceptional customer experience and support predictable growth for our business by acting as a trusted business partner;
  • Develop and manage value based relationships with a portfolio of Clio's highest value accounts while maintaining net positive retention;
Requirements
  • 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 environments;

This role requires 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, a proven track record of portfolio management, and understanding of Customer Success.