Clio is the global leader in legal AI technology, empowering legal professionals and law firms of every size to work smarter, faster, and more securely. Clio is transforming how lawyers manage their practice, and we’re seeking a Customer Success Manager to join our Customer Success Management team in 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.

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! Develop and manage value-based relationships with a portfolio of Clio’s highest-value accounts while maintaining net positive retention. Maintain high levels of customer engagement and satisfaction, with a focus on adoption and workflow optimization to drive strong renewal and upsell outcomes.

Partner with customers to deliver an exceptional experience and support predictable growth by acting as a trusted business partner. Understand firm needs, tech stack, and how Clio’s solutions not only fit into but enhance the customer’s ecosystem for a better client experience. Leverage AI-powered insights and tools to proactively identify customer needs, improve outcomes, drive strategic interactions, retention and growth.

Guide customers in adopting and optimizing Clio’s AI product capabilities to improve to unlock measurable business impact. Educate and support customers on adopting AI-powered features, helping them understand the impact on efficiency, client experience, and business value. Collaborate cross-functionally to share customer feedback on AI usage and identify ways to refine and expand AI capabilities.

Manage an effective feedback loop for customer needs through cross-functional interactions with Product, Sales, and Onboarding teams. Deliver regular Business Reviews to demonstrate value and ROI to the customer base. Manage and de-escalate customer escalations, working with connective teams to resolve issues.

Develop Customer

Success assets, working collaboratively with Product Development, Product Marketing, and Sales teams to establish and refine materials and solutions. Support your portfolio base in value-add conversations and activate Clio Payments. Partner with Sales leaders (Account Executives, Sales Engineering) to assist in closing new customers, including developing customized Clio implementation solutions.

Cultivate a pool of advocates to support Sales prospects and grow the referral base. Collaborate with Customer Marketing on advocacy initiatives and “surprise and delight” experiences for customers. Be data-driven: drive adoption and retention, and use Net Promoter Score and customer health metrics to prioritize focus and influence a better customer experience while expanding the advocate base.

Self-motivation, collaboration skills,



and passion for exceeding customer expectations Proactive customer management and sales instincts with a drive to promote revenue and growth Experience with account planning, managing and executing customer success plans 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 This posting is for an existing vacancy. 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. Competitive, equitable salary with top-tier health benefits, dental, and vision insurance Hybrid work environment, with expectation for local Clions (Vancouver, Calgary, Toronto, Dublin and Sydney) to be in office minimum twice per week.

Flexible time off policy, with an encouraged 20 days off per year. Clio is the global leader in legal AI technology, empowering legal professionals and law firms of every size to work smarter, faster, and more securely. We are transforming the legal experience for all by buttering the lives of legal professionals while increasing access to justice.

Clio is transforming how lawyers manage their practice, and we’re seeking a Customer Success Manager to join our Customer Success Management team in 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. 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!

Develop and manage value-based relationships with a portfolio of Clio’s highest-value accounts while maintaining net positive retention. Maintain high levels of customer engagement and satisfaction, with a focus on adoption and workflow optimization to drive strong renewal and upsell outcomes. Partner with customers to deliver an exceptional experience and support predictable growth by acting as a trusted business partner.

Understand firm needs, tech stack, and how Clio’s solutions not only fit into but enhance the customer’s ecosystem for a better client experience. Leverage AI-powered insights and tools to proactively identify customer needs, improve outcomes, drive strategic interactions, retention and growth.



Guide customers in adopting and optimizing Clio’s AI product capabilities to improve to unlock measurable business impact.

Educate and support customers on adopting AI-powered features, helping them understand the impact on efficiency, client experience, and business value. Collaborate cross-functionally to share customer feedback on AI usage and identify ways to refine and expand AI capabilities. Manage an effective feedback loop for customer needs through cross-functional interactions with Product, Sales, and Onboarding teams.

Deliver regular Business Reviews to demonstrate value and ROI to the customer base. Manage and de-escalate customer escalations, working with connective teams to resolve issues.

Develop Customer

Success assets, working collaboratively with Product Development, Product Marketing, and Sales teams to establish and refine materials and solutions. Support your portfolio base in value-add conversations and activate Clio Payments. Partner with Sales leaders (Account Executives, Sales Engineering) to assist in closing current customers, including developing customized Clio implementation solutions.

Cultivate a pool of advocates to support Sales prospects and grow the referral base. Collaborate with Customer Marketing on advocacy initiatives and “surprise and delight” experiences for customers. Be data-driven: drive adoption and retention, and use Net Promoter Score and customer health metrics to prioritize focus and influence a better customer experience while expanding the advocate base.

Self-motivation, collaboration skills, and passion for exceeding customer expectations Proactive customer management and sales instincts with a drive to promote revenue and growth Experience with account planning, managing and executing customer success plans 3+ years of customer-facing experience in a B2B/Enterprise SaaS environment as a Customer Success Manager, Account Executive/Manager, Sales Engineer Reliable bonus points if you have: Experience with Salesforce or other SaaS tools Proven track record of portfolio management and understanding of Customer Success This posting is for an existing vacancy. 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. Competitive, equitable salary with top-tier health benefits, dental, and vision insurance Hybrid work environment, with expectation for local Clions (Vancouver, Calgary, Toronto, Dublin and Sydney) to be in office minimum twice per week.

Flexible time off policy, with an encouraged 20 days off per year. $Variable compensation is not guaranteed and will depend on individual, team, or company performance. Diversity, Inclusion, Belonging and Equity (DIBE) & Accessibility We are dedicated todiversity, equity and inclusion . We pride ourselves in building and fostering an environment where our teams feel included, valued, and enabled to do the best work of their careers, wherever they choose to log in from.

We're a Human and High Performing AI company, meaning we use artificial intelligence to improve all of our operations. In recruitment, AI helps us streamline the process for greater efficiency. In-house performance coach, Katie, helps Clions accelerate their career development.

That means you’ll be encouraged and supported to do your best work. Everyone here goes out of their way to help each other learn and grow. #

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