Senior Customer Success Manager

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.

What our team does: Clio Operate (Formerly Sharedo) is a cutting-edge adaptive work management platform that empowers large law firms to develop tailored solutions for managing their work processes through the cloud. With our platform, firms can build a matter management capability that works for each legal department's unique needs, enabling them to manage more work with the same resources, improve profitability, and deliver a market-leading client experience. As part of Clio's enterprise portfolio, we operate at the intersection of legal technology, digital transformation, and strategic advisory, and our Enterprise CSMs are central to that mission.

Who you are: You are a commercially astute, strategically minded enterprise customer success professional who brings genuine executive presence to every client interaction. You are comfortable leading conversations at Board and C-suite level, not just presenting, but influencing, and you understand how to connect a technology platform to the business outcomes that matter most to senior stakeholders. You thrive in complexity: large, multi-stakeholder accounts, long-horizon relationships, and high-stakes renewals are where you do your best work. You bring the credibility of a trusted advisor, the rigour of a programme manager, and the instincts of someone who can spot risk and opportunity in equal measure. You're deeply curious about the legal industry, and your clients feel that.

What you'll work on:

• Executive Relationship Management: Owning the senior stakeholder relationship across a portfolio of large, complex enterprise law firm accounts, including Managing Partners, COOs, CTOs, and Heads of Innovation. You will build and maintain multi-threaded relationships across both operational and strategic layers of the business, ensuring Clio Operate are positioned as long-term strategic partners, not just software vendors.
• Strategic Account Planning & Value Delivery: Developing and maintaining comprehensive account plans that map client business objectives to platform capability, define measurable success criteria, and outline a clear roadmap for value realisation. You will lead regular Executive Business Reviews that demonstrate ROI, benchmark outcomes, and set the strategic direction for the partnership.
• Enterprise Onboarding & Programme Oversight: Acting as the senior CS lead across complex, multi-phase implementations, coordinating with Professional Services, Product, and Engineering to ensure delivery against agreed scope, timelines, and outcomes. You will escalate effectively, manage dependencies, and ensure the client always has a clear picture of progress and accountability.
• Consultative Advisory: Serving as a trusted advisor on platform strategy, legal workflow design, and digital transformation, bringing informed perspectives on industry trends, peer benchmarks, and emerging capability. You will be the person clients call when they have a challenge they haven't yet articulated as a product question.
• Revenue Expansion: Identifying and progressing expansion opportunities, whether through increased usage, additional modules, or adjacent Clio products, in close collaboration with your aligned Account Executive. You will be a credible commercial partner to the sales team, not just a support function.
• Enablement & Change Management: Designing and delivering senior-level enablement programmes that accelerate adoption, build internal champions, and embed the platform into the firm's operating model, going beyond feature training to drive genuine organisational change.

What you bring:

• Demonstrated experience managing large, complex enterprise accounts, ideally in a SaaS or technology environment, with a track record of retention, expansion, and measurable customer outcomes.
• Genuine C-suite and Board-level presence: you can hold a room, command credibility, and navigate senior stakeholder dynamics with ease.
• Deep commercial awareness, you understand renewal mechanics, expansion economics, and how to position value in the language of business impact.
• Strong programme and project management instincts, with the ability to manage multiple workstreams and stakeholders simultaneously without losing grip on the detail.
• Exceptional written and verbal communication skills, from a concise executive summary to a complex stakeholder presentation, your output is always polished and purposeful.
• A consultative, insight-led approach to customer engagement, you lead with curiosity, back your recommendations with data, and know when to challenge as well as support.
• The ability to operate with ambiguity and autonomy, you don't need a playbook for every situation, and you bring structure where it doesn't exist.
• Experience navigating organisational complexity within both customer and vendor organisations, you know how to get things done across teams.
• A genuine interest in AI and how it is reshaping both your own craft and the legal industry you serve.

Serious bonus points if you have:

• Direct experience in legal technology, legal operations, or working with large law firms.
• Background in Law, management consulting, enterprise Customer Success, or professional services in a complex B2B environment.
• Experience with matter management, case management, or practice management platforms.
• Familiarity with legal sector procurement, budgeting cycles, and partnership structures.
• A network within UK or international law firm leadership.

What you will find here:

• Competitive, equitable salary.
• Clio offers a 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.

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.