At a Glance
- Tasks: Build strong relationships with top clients and ensure their success with Clio's innovative solutions.
- Company: Join Clio, a leader in legal AI technology transforming the legal experience.
- Benefits: Enjoy competitive salary, health benefits, flexible work, and a supportive team culture.
- Other info: Diverse and inclusive workplace committed to your growth and success.
- Why this job: Make a real impact in the legal industry while growing your career in a dynamic environment.
- Qualifications: 3+ years in customer-facing roles; strong communication and relationship-building skills required.
The predicted salary is between 50000 - 65000 £ 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 bettering the lives of legal professionals while increasing access to justice.
Summary
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.
About the role
We are growing our Customer Success team in EMEA, and we are looking for a Customer Success Manager to play a critical role as we strive to become the market leader across the UK and Ireland.
This is a chance to join a close‑knit, supportive team and own relationships with some of Clio's highest value accounts in the region.
Regular travel required to meet customers, attend industry events across UKI and occasional international travel for team onsites.
What your team does
Our EMEA Customer Success team is hyper‑focused on enabling our customers' success at every point they interact with Clio.
We are a dedicated group who love what we do and are serious about making a real, positive impact on our customers' businesses.
Who you are
As a Clio Customer Success Manager, you are highly organised and a true people‑person.
You deliver consistent, high value experiences while guiding customers towards their strategic business goals.
You are an experienced relationship builder and customer advocate, with well developed skills in executing the day‑to‑day requirements of a CSM.
If you are motivated to solve complex business problems through innovation and creativity, have a relentless drive for testing new tactics, and bring laser focus to what needs to get done, then this role may be for you.
Responsibilities
- Developing and managing value based relationships with a portfolio of Clio's highest value accounts while maintaining net positive retention.
- Partnering with our customers to deliver an exceptional customer experience and support predictable growth for our business by acting as a trusted business partner on use‑case, best practices and product functionality.
- 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.
- Establishing a regular cadence of communication with customers and proactively engaging via email, phone and Zoom meetings to maintain engagement and adoption of Clio.
There is the possibility of onsite travel in the future.
- Delivering regular Business Reviews to demonstrate value and ROI to your customer base.
- Managing and de‑escalating customer escalations, 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.
- Identifying cross‑sell and expansion opportunities.
- 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, Sales Engineering) to assist in closing new customers, including developing customised 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 prioritise your focus and influence a better customer experience to expand our advocate base.
Qualifications
- Self‑motivation, strong collaboration skills, and a genuine passion for exceeding customer expectations.
- Strong communication and relationship leadership skills, with the ability to navigate organisations and champion joint partnerships.
- The ability to prioritise, multi‑task and perform at your best in ambiguous environments.
- Proactive customer management and sales instincts, with a drive to promote revenue and growth.
- Confidence leading and facilitating executive meetings and workshops.
- Experience with account planning and managing and executing customer success plans.
- An adaptable, growth oriented mindset that is open to giving and receiving feedback.
- 3+ years of customer‑facing experience in a B2B or Enterprise Saa S environment as a Customer Success Manager, Account Executive, Account Manager or Sales Engineer.
- Preferred Qualifications
- Experience with Salesforce or other Saa S tools.
- A proven track record of portfolio management and a strong understanding of Customer Success.
- Experience working with API‑driven applications.
- A proven track record in a dynamic, fast‑paced startup environment.
- Exposure to the legal industry or legal technology.
Benefits
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.
- Competitive, equitable salary with top‑tier health benefits and dental coverage
- 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
- Pension contribution
- Clioversary recognition program with special acknowledgement at 3, 5, 7, and 10 years
- Our salary bands are designed to reflect the range of skills and experience needed for the position and to allow room for growth at Clio.
For experienced individuals, we typically hire at or around the midpoint of the band.
The top portion of the salary band is reserved for employees who demonstrate sustained high performance and impact at Clio.
Those who are new to the role may join below the midpoint and develop their skills over time.
The final offer amount for this role will be dependent on geographical region, applicable experience, and skillset of the candidate.
Diversity, Inclusion, Belonging and Equity (DIBE) & Accessibility
Our team shows up as their authentic selves, and are united by our mission.
We are dedicated to diversity, 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 believe that different perspectives, skills, backgrounds, and experiences result in higher‑performing teams and better innovation.
We are committed to equal employment and we encourage candidates from all backgrounds to apply.
Clio provides accessibility accommodations during the recruitment process. Should you require any accommodation, please let us know and we will work with you to meet your needs.
- Contact & Disclaimer
- Learn more about our culture at clio. com/careers
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.
However, we've built our systems to ensure that a human always reviews AI‑generated output, and we never make automated hiring decisions.
Disclaimer: We only communicate with candidates through official @clio. com email addresses.
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StudySmarter Expert Advice🤫
We think this is how you could land Customer Success Manager, EMEA in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Clio. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Clio before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Success Manager, EMEA in London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Clio:Your cover letter is your chance to shine! Tell us why you want to work at Clio specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Clio!
How to prepare for a job interview at Clio
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
