Senior Manager, Customer Success in Manchester

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.

ShareDo, part of Clio, is a cutting‐edge adaptive work management platform that empowers large law firms to develop tailored solutions for managing their work processes. We are currently targeting mid‐to‐large law firms who use ShareDo as their Case Management System to streamline processes, maximize margin, and provide improved client experiences.

In March 2025, Clio announced the strategic acquisition of ShareDo. Headquartered in Vancouver, Canada, Clio has offices in Toronto, Calgary, Dublin, Manchester, and Sydney, with a global workforce of 1,400+ employees.

What you'll work on:

• Lead and mentor a geographically distributed Customer Success team, ensuring consistent excellence across regions and markets.
• Define and execute a global CSM strategy that scales with our growth—leveraging automation, AI, and robust playbooks to drive consistent delivery while maintaining a best‐in‐class experience for clients.
• Own the end‐to‐end post‐sales experience, from onboarding through adoption, renewal, and expansion, ensuring alignment with customer goals and business outcomes.
• Champion the implementation of scalable, technology‐driven processes and tools that support automation, reporting, proactive engagement, and efficient operations.
• Partner closely with Sales, Product, Professional Services, and Support to align on client outcomes, feedback loops, and continuous product improvement.
• Use customer health data, adoption metrics, and feedback to proactively manage risk, drive renewals, and identify expansion opportunities.
• Recruit, coach, and retain top CSM talent; foster a culture of accountability, excellence, and continuous learning.
• Be the internal voice of the customer, ensuring insights from the field are reflected in product roadmaps, service offerings, and strategic decisions.
• Build strong relationships with clients and partners, presenting business reviews, value updates, and strategic plans.
• Gain deep product knowledge and guide your teams in demoing and explaining the key features and value propositions of the product to ensure customers receive the best value.

What you may have:

• Proven leadership experience in a Customer Success leadership role at a SaaS company, ideally with global team oversight.
• Experience in a SaaS business where the product requires configurable, project‐based implementations.
• A visionary approach to CS—able to design scalable systems and transform teams into high‐performing, tech‐enabled success engines.
• Deep understanding of customer lifecycle management, from onboarding through advocacy, with experience driving measurable impact across retention and expansion KPIs.
• Experience building and implementing scalable CS processes, tooling, and playbooks.
• High emotional intelligence and presence—comfortable working with C‐level stakeholders internally and externally.
• Strong commercial acumen and experience collaborating with sales on upsell/renewal strategies.
• Familiarity with Customer Success platforms (e.g., Gainsight, Catalyst, Totango) and CRM tools (e.g., Salesforce, HubSpot).
• Growth mindset when it comes to process improvement and new technologies, especially AI.
• Excellent communication and stakeholder management skills across time zones and cultures.

Compensation & Benefits:

• Competitive, equitable salary.
• Flexible hybrid work environment.
• 25 days holiday + bank holidays.
• Private healthcare with life insurance & critical illness cover.
• Pension contribution.
• Professional development and growth options.
• Clioversary recognition program with special acknowledgement at 3, 5, 7, and 10 years.
• The expected salary range for this role is £81,600 to £122,200 GBP.

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.

Learn more about our culture at clio.com/careers.