At a Glance
- Tasks: Manage relationships with large law firms and drive strategic account planning.
- Company: Clio, a leader in legal AI technology transforming the legal industry.
- Benefits: Competitive salary, flexible work, 25 days holiday, and professional development opportunities.
- Other info: Diverse and inclusive workplace committed to your growth and success.
- Why this job: Join a dynamic team and make a real impact in the legal tech space.
- Qualifications: Experience in managing enterprise accounts and strong communication skills.
The predicted salary is between 64400 - 87200 £ per year.
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.
Senior Customer Success Manager employer: Themis Solutions Inc.
Clio is an exceptional employer, offering a dynamic work culture that champions innovation and inclusivity within the legal technology sector. With a flexible hybrid work environment, competitive salary packages, and robust professional development opportunities, employees are empowered to thrive and grow in their careers. The company's commitment to diversity and its recognition programs further enhance the sense of belonging, making Clio a truly rewarding place to work for those passionate about transforming the legal industry.
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 Themis Solutions Inc.. 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 Themis Solutions Inc. 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 Themis Solutions Inc.:Your cover letter is your chance to shine! Tell us why you want to work at Themis Solutions Inc. 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 Themis Solutions Inc.!
How to prepare for a job interview at Themis Solutions Inc.
✨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.
