Senior Customer Success Manager in 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. Clio Operate (formerly Sharedo) is a cutting‑edge adaptive work‑management platform that enables large law firms to build tailored solutions for managing their work processes in the cloud. Firms can create a matter‑management capability that fits each department’s unique needs, improving profitability and delivering a client experience that is market‑leading. As part of Clio’s enterprise portfolio, our Enterprise CSMs play a central role at the intersection of legal technology, digital transformation and strategic advisory.

Who you are: You are a commercially astute, strategically minded enterprise customer success professional with genuine executive presence. You are comfortable leading conversations at board‑and C‑suite level, influencing senior stakeholders and connecting a technology platform to the business outcomes that matter most. You thrive on complexity: large, multi‑stakeholder accounts, long‑horizon relationships and high‑stakes renewals. You bring credibility of a trusted advisor, rigour of a programme manager and instincts to spot risk and opportunity. You are deeply curious about the legal industry and that curiosity is evident to clients.

What you’ll work on:

• Executive Relationship Management – Own senior stakeholder relationships across a portfolio of large, complex enterprise law‑firm accounts, building and maintaining multi‑threaded relationships at both operational and strategic layers.
• Strategic Account Planning & Value Delivery – Develop and maintain comprehensive account plans mapping client objectives to platform capability, defining measurable success criteria and outlining a roadmap for value realisation; lead regular Executive Business Reviews that demonstrate ROI and set strategic direction.
• Enterprise Onboarding & Programme Oversight – Lead complex, multi‑phase implementations as the senior CS lead, coordinating with Professional Services, Product and Engineering to deliver on scope, timelines and outcomes.
• Consultative Advisory – Serve as a trusted advisor on platform strategy, legal workflow design and digital transformation, providing industry‑trend insights, benchmarks and emerging capability guidance.
• Revenue Expansion – Identify and progress expansion opportunities (usage, additional modules, adjacent products) in partnership with Account Executive, acting as a credible commercial partner.
• Enablement & Change Management – Design and deliver senior‑level enablement programmes that accelerate adoption, build champions and embed the platform into firm operating models.

What you bring:

• Demonstrated experience managing large, complex enterprise accounts, ideally in a SaaS or tech environment, with a track record of retention, expansion and measurable outcomes.
• Genuine C‑suite and board‑level presence, able to command credibility and navigate senior stakeholder dynamics.
• Deep commercial awareness – understanding of renewal mechanics, expansion economics and how to position value in business‑impact language.
• Strong programme and project management instincts, managing multiple workstreams and stakeholders simultaneously.
• Exceptional written and verbal communication skills, from concise executive summaries to complex stakeholder presentations.
• A consultative, insight‑led engagement style, with curiosity, data‑driven recommendations and the ability to challenge and support.
• Ability to operate with ambiguity and autonomy, bringing structure where it is missing.
• Experience navigating organisational complexity within both customer and vendor organisations.
• Interest in AI and its impact on your craft and the legal industry.

Bonus points if you have:

• Direct experience in legal technology, legal operations or 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 and benefits:

• The expected salary range for this role is £64,400 to £87,200 GBP, with a separate set of salary bands for other regions based on local currency. The expected new‑hire commission range is £11,400 to £15,400 GBP. Commission earnings beyond the stated amounts are possible and uncapped.
• Competitive, equitable salary.
• Flexible hybrid work environment.
• 25 days holiday plus bank holidays.
• Private healthcare with life insurance & critical illness cover.
• Pension contribution.
• Professional development and growth options.
• Clioversary recognition program with acknowledgement at 3, 5, 7 and 10 years.

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 pride ourselves on building an environment where all feel included, valued and enabled to do their best work, wherever they choose to log in from. We commit 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. We only communicate with candidates through official @clio.com email addresses.