Customer Success Manager

-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:
Clio is transforming how lawyers manage their practice, and we’re seeking a Customer Success Manager to join our Customer Success team in Vancouver, Calgary or Toronto.

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

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 may have:
- 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- 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 minimum 2 days per week on our Anchor Days.- 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