The ad says“Experience with account planning, managing and executing customer success plans”
The ad says“Experience working with API-driven applications”
The ad says“Experience with account planning, managing and executing customer success plans”
The ad says“Experience with Salesforce or other SaaS tools”
The ad says“Experience with Salesforce or other SaaS tools”
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
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
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
Benefits
Specialized learning and development programs and access to an in-house performance coach
Equitable compensation for your contributions, regardless of gender, race, or any other identifying factor
Access to pay transparency on all of our global roles
Company equity for applicable employees
RRSP-matching in Canada, 401k in the US, and pension plans in Ireland
Hybrid model – striking the right balance between the benefits of in person connectivity that in office brings, and the flexibility of remote
Flexible paid time off (4-week minimum with opportunities for personalization based on individual needs and achievements)
Parental leave options for birthing and non-birthing parents
A $500 contribution to your child’s RESP
Various health, dental, and vision benefits for you and your family, including an Employee and Family Assistance Program
Virtual and In-person Wellness Programs to support mental and physical health
Paid time for volunteering through our Clio Gives program
$2000 annual counseling benefit for CAD Clions
Preferred experience
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!
Proactive customer management and sales instincts with a drive to promote revenue and growth
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
Strong communication and relationship leadership skills, with the ability to effectively navigate organizations and champion joint partnerships
Highly effective at leading and facilitating executive meetings and workshops
Ability to prioritize, multi-task, and perform optimally in ambiguous environments
Self-motivation, collaboration skills, and passion for exceeding customer expectations
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
