Senior Manager, Customer Success in Manchester

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 is part of Clio and is a cutting‑edge adaptive work management platform that empowers large law firms to develop tailored solutions for managing their work processes. We target mid to large law firms that use ShareDo as their case‑management system to streamline processes, maximize margin and provide improved client experiences. In March 2025, Clio announced the strategic acquisition of ShareDo. Headquartered in Vancouver, Canada, Clio has offices in Toronto, Calgary, Dublin, Manchester and Sydney and 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.
• Customer Journey Ownership – Own the end‑to‑end post‑sales experience from onboarding through adoption, renewal and expansion, aligning 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 and present business reviews, value updates and strategic plans.
• Deep Product Knowledge – Gain deep product knowledge and guide teams in demoing and explaining the key features and value propositions of the 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 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 measurable impact on 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 regarding process improvement and new technologies, especially AI.
• Excellent communication and stakeholder management skills across time zones and cultures.

What you will find here:

Clio’s Total Rewards Program includes competitive and equitable salary, a flexible hybrid work environment, 25 days of holiday plus bank holidays, private healthcare with life insurance and critical illness cover, pension contribution, professional development and growth options, and a “Clioversary” recognition program with special acknowledgement at 3, 5, 7 and 10 years.

The expected salary range for this role is £81,600 to £122,200 GBP. Separate salary bands exist for other regions based on local currency.

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 foster an environment where teams feel included, valued and empowered. We are committed to equal employment and encourage candidates from all backgrounds to apply.

Clio provides accessibility accommodations during the recruitment process. Please let us know if you require any accommodation.

Additional Information

Key Skills: Debugging, Remote Access Software, IT Service Management, iOS, Multithreading, VPN, Neo4j, FISMA, SSO, GitHub, Google Suite, Troubleshooting.

Location: Manchester, England, UK.

Employment Type: Full‑Time. Vacancy: 1. Senior Manager level.

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