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Salary: AUD 88,000 - 119,000 / annual
Clio is the global leader in legal AI technology, transforming how legal professionals and law firms work. We're seeking a Customer Onboarding Specialist to join our APAC team, based in Sydney.
In this role, you'll own the critical first 90 days of the customer lifecycle—the period that determines whether clients feel they made the right decision. You'll conduct strategy and training sessions, manage data migrations, configure accounts to match each firm's workflows, and train teams until Clio becomes part of their daily routine.
Key responsibilities include:
- Running customer kickoff sessions and strategy workshops to ensure successful product adoption
- Identifying and driving toward each customer's "first value" moment
- Taking complete ownership of your customer accounts during your ownership window, including setup for post-ownership success
- Managing multiple concurrent client cases with strict attention to deadlines and KPIs
- Proactively mitigating churn risk and maintaining account health
- Troubleshooting technical issues (data imports, configurations) while also managing stakeholder relationships
- Contributing to customer-facing knowledge base and help documentation
- Partnering with Sales, Customer Enablement, and Technical Escalation teams to refine onboarding processes
- Mentoring junior team members and developing coaching capabilities
- Identifying and implementing process improvements
- Managing difficult escalations and customizing onboarding journeys per firm needs
You'll balance autonomy with accountability, consistently exceeding KPIs focused on high adoption and low churn. The role sits at the intersection of technical and relational—you're equally comfortable troubleshooting a stalled data import and convincing a skeptical office manager that the transition is worthwhile.
Required: 3+ years in customer onboarding, implementation, or customer success roles (ideally B2B SaaS). Strong customer obsession, proactive mindset, excellent communication skills, and comfort facilitating live Zoom sessions. Demonstrated interest in using AI to improve your craft.
Bonus: Legal industry knowledge, Salesforce or SaaS tool experience, API-driven application experience, startup background, or bachelor's degree.
