Senior Manager, Customer Success

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:
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, the global leader in cloud-based legal technology, 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:

• Global Leadership: Lead and mentor a geographically distributed Customer Success team, ensuring consistent excellence across regions and markets.
• Vision & Strategy: 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.
• Customer Journey Ownership: Own the end-to-end post-sales experience, from onboarding through adoption, renewal, and expansion, ensuring alignment with customer goals and business outcomes.
• Tech & Process Enablement: Champion the implementation of scalable, technology-driven processes and tools that support automation, reporting, proactive engagement, and efficient operations.
• Cross-functional Collaboration: Partner closely with Sales, Product, Professional Services, and Support to align on client outcomes, feedback loops, and continuous product improvement.
• Data-Driven Decisions: Use customer health data, adoption metrics, and feedback to proactively manage risk, drive renewals, and identify expansion opportunities.
• Team Development: Recruit, coach, and retain top CSM talent; foster a culture of accountability, excellence, and continuous learning.
• Customer Advocacy: Be the internal voice of the customer, ensuring insights from the field are reflected in product roadmaps, service offerings, and strategic decisions.
• Client and Partner Engagement: Build strong relationships with clients and partners, presenting business reviews, value updates, and strategic plans
• Deep Product Knowledge: You will gain deep product knowledge and be able to guide your teams in demoing and explaining the key features and value propositions of the product. You will use your expertise to coach and guide your teams to enable them to ensure our customers received the best value from our product

*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.

What you will find here:
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.

Some highlights of our Total Rewards program include:

• Competitive, equitable salary
• Clio offers a flexible hybrid work environment
• 25 days holiday +