Customer Success Manager in City of London

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.

We are currently seeking a Customer Success Manager, EMEA to join our growing Customer Success team. This role will be based in the Greater London area on a remote basis, with a requirement for regular travel to meet customers in the UK and occasional international travel for team events.

What you’ll work on:

• Developing and managing value-based relationships with a portfolio of Clio’s highest-value accounts while maintaining net positive retention.
• Maintaining high levels of customer engagement and satisfaction with a focus on customer adoption and workflow optimization to drive strong renewal and upsell targets.
• Partnering with our customers to deliver an exceptional customer experience and support predictable growth for our business by acting as a trusted business partner.
• 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.
• Delivering regular Business Reviews to demonstrate value and ROI to the customer base.
• Managing and de‑escalating customer escalations and 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.
• 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 customized 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 prioritize focus and influence a better customer experience to expand our advocate base.

What you may have:

• Self‑motivation, collaboration skills, and passion for exceeding customer expectations.
• Strong communication and relationship leadership skills, with the ability to effectively navigate organizations and champion joint partnerships.
• Ability to prioritize, multi‑task, and perform optimally in ambiguous environments.
• Proactive customer management and sales instincts with a drive to promote revenue and growth.
• Highly effective at leading and facilitating executive meetings and workshops.
• Experience with account planning, managing and executing customer success plans.
• Adaptable and growth‑oriented mindset open to feedback both delivering and receiving.
• Demonstrate a keen interest in improving your craft by using AI.
• 3+ years of customer‑facing experience in a B2B/Enterprise SaaS environment as a Customer Success Manager, Account Executive/Manager, Sales Engineer.

Serious bonus points if you have:

• Experience with Salesforce or other SaaS tools.
• Proven track record of portfolio management and understanding of Customer Success.
• Experience working with API‑driven applications.
• Proven track record in a dynamic startup environment.

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 with top‑tier health benefits, dental, and vision insurance.
• Hybrid work environment, with expectation for local Clions to be in office minimum 2 days per week on our Anchor Days.
• Flexible time off policy, with an encouraged 20 days off per year.
• $2000 annual counseling benefit.
• RRSP matching and RESP contribution.
• Clioversary recognition program with special acknowledgement at 3, 5, 7, and 10 years.

The expected salary range for this role is £50,200 to £67,800 GBP. Salary bands vary by region and experience. For experienced individuals we typically hire at or near the midpoint of the band, with higher pay for sustained high performance.

Diversity, Inclusion, Belonging and Equity (DIBE) & Accessibility

Our team shows up as their authentic selves and is united by our mission. We are dedicated to diversity, equity, and inclusion and we pride ourselves in building an environment where all employees feel included, valued, and enabled to do their best work, wherever they choose to log in from. We are committed to equal employment and encourage candidates from all backgrounds to apply.

Clio provides accessibility accommodations during the recruitment process. If 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.