At a Glance
- Tasks: Drive executive relationships and strategic planning for large law firm accounts.
- Company: Join Clio Operate, a leading adaptive work management platform in the legal sector.
- Benefits: Enjoy a competitive salary, flexible hybrid work, and 25 days holiday plus bank holidays.
- Other info: Opportunities for professional growth and a supportive, inclusive work environment.
- Why this job: Make a real impact in the legal industry while working with top-tier clients.
- Qualifications: Proven experience in managing enterprise accounts and strong communication skills required.
The predicted salary is between 64400 - 87200 £ per year.
Job Summary
Clio Operate, formerly Sharedo, is an adaptive work management platform for large law firms.
The Enterprise Customer Success Manager drives executive relationships, strategic account planning, onboarding, advisory, revenue expansion, and enablement for complex enterprise law firm accounts.
Responsibilities
- Executive
- Relationship
Management: Own senior stakeholder relationships across a portfolio of large enterprise law firm accounts, building multi‑threaded relationships with Managing Partners, COOs, CTOs, Heads of Innovation.
- Strategic Account Planning & Value
Delivery: Develop comprehensive account plans mapping client objectives to platform capability, lead regular Executive Business Reviews and demonstrate ROI.
- Enterprise Onboarding & Programme
Oversight: Lead complex multi‑phase implementations, coordinate with Professional Services, Product, Engineering, manage dependencies and progress.
- Consultative Advisory: Serve as trusted advisor on platform strategy, legal workflow design and digital transformation, offering industry insights and benchmarking.
- Revenue Expansion: Identify and pursue expansion opportunities, collaborate with Account Executives on increased usage, additional modules, and adjacent Clio products.
- Enablement & Change Management: Design and deliver senior‑level enablement programmes that accelerate adoption and embed the platform into the firm’s operating model.
Qualifications
- Proven experience managing large, complex enterprise accounts in Saa S or technology; track record of retention, expansion, measurable outcomes.
- Senior‑level presence: comfortable presenting to Board/C‑suite, influencing decisions, and navigating senior stakeholder dynamics.
- Commercial awareness: understanding renewal mechanics, expansion economics, and positioning value in business‑impact language.
- Program and project management skills: manage multiple workstreams and stakeholders simultaneously with detailed oversight.
- Exceptional written and verbal communication: concise executive summaries, stakeholder presentations, polished external output.
- Consultative, insight‑led approach: curiosity‑driven recommendations, data‑backed, open to challenge and support.
- Ability to operate with ambiguity and autonomy, bringing structure where needed.
- Experience navigating organizational complexity in customer and vendor organisations, driving cross‑team collaboration.
- Interest in AI and its impact on the legal industry.
- Bonus Points
- 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.
- Network within UK or international law firm leadership.
Compensation & Benefits
- Expected salary range: £64,400 to £87,200GBP for the role (regional variations apply).
- New hire commission range: £11,400 to £15,400GBP, with uncapped potential.
- 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 acknowledgements at 3, 5, 7, and 10 years.
- Equal Opportunity Employer
We are committed to equal employment opportunities and encourage candidates from all backgrounds to apply.
Clio provides accessibility accommodations during the recruitment process; if you require assistance, please let us know.
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Senior Customer Success Manager employer: Sliced Bread Ltd.
Sliced Bread Ltd. is an excellent employer that fosters a collaborative and innovative work culture, making it an ideal place for a Production Systems Engineer to thrive. With a strong emphasis on employee growth and development, the company offers competitive salaries, flexible hybrid working arrangements, and generous holiday allowances, ensuring a healthy work-life balance while embracing new technologies in a supportive environment.
StudySmarter Expert Advice🤫
We think this is how you could land Senior Customer Success Manager
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Sliced Bread Ltd.. 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 Sliced Bread Ltd. 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 Senior Customer Success Manager
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 Sliced Bread Ltd.:Your cover letter is your chance to shine! Tell us why you want to work at Sliced Bread Ltd. 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 Sliced Bread Ltd.!
How to prepare for a job interview at Sliced Bread Ltd.
✨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.
