SlipstreamJobs tracks this role from the company's public career site. Apply directly on the employer's site.
Salary: CAD 79,500 - 126,500 / annual
Clio is the global leader in legal AI technology, transforming how lawyers and law firms manage their practices. We're seeking a Customer Success Manager to join our Customer Success Management team across Vancouver, Calgary, or Toronto offices.
In this role, you'll develop and manage value-based relationships with Clio's highest-value accounts while maintaining net positive retention. You'll maintain high levels of customer engagement and satisfaction, focusing on adoption and workflow optimization to drive strong renewal and upsell outcomes. Acting as a trusted business partner, you'll understand firm needs, tech stack, and how Clio's solutions enhance the customer's ecosystem.
Key responsibilities include leveraging AI-powered insights to proactively identify customer needs and drive strategic interactions; guiding customers in adopting and optimizing Clio's AI product capabilities; delivering regular Business Reviews to demonstrate value and ROI; managing customer escalations; and developing Customer Success assets collaboratively with Product, Sales, and Onboarding teams. You'll provide in-depth product demonstrations, support your portfolio in value-add conversations, and partner with Sales leaders to close new customers and develop customized implementation solutions.
You'll cultivate a pool of customer advocates, collaborate on advocacy initiatives, and be data-driven—using Net Promoter Score and customer health metrics to prioritize focus and expand the advocate base. Cross-functional collaboration with Product, Sales, and Customer Marketing is essential.
You bring 3+ years of customer-facing experience in B2B/Enterprise SaaS as a Customer Success Manager, Account Executive/Manager, or Sales Engineer. You're highly organized, a consummate people-person, and an experienced relationship builder with strong communication and leadership skills. You excel at prioritizing, multi-tasking, and performing in ambiguous environments, with proactive customer management instincts and a drive to promote revenue and growth. Experience with Salesforce, portfolio management, API-driven applications, or dynamic startup environments is a bonus.
Clio offers a competitive, equitable salary with top-tier health benefits, dental, and vision insurance. The hybrid work environment expects local employees to be in office minimum twice per week. Additional perks include flexible time off (20 days encouraged annually), $2,000 annual counseling benefit, RRSP matching, RESP contribution, and Clioversary recognition at 3, 5, 7, and 10 years.
