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Salary: CAD 99,500 - 134,600 / annual
Clio is the global leader in legal AI technology, transforming how legal professionals and law firms work. As a Senior Customer Success Manager, you will own a portfolio of high-value accounts, serving as a trusted adviser and driving customer success outcomes.
You will establish and maintain strategic relationships with key stakeholders, using AI-powered analytics and usage metrics to identify opportunities for growth and optimization. You'll facilitate executive-level business reviews, present ROI insights, and align Clio's products with customer strategic goals. Your focus will be on driving adoption, renewal, and upsell outcomes while maintaining high engagement and satisfaction.
Key responsibilities include coordinating cross-functional engagement with Product, Sales Engineering, and other teams to address customer needs; developing expert product knowledge to recommend solutions; leveraging predictive analytics to identify growth and risk mitigation opportunities; and acting as a thought leader on AI adoption in legal practice management. You'll guide customers through change management and drive successful integration of AI-powered solutions.
You'll also contribute to team success by driving KPI improvements, coaching fellow team members, and building a culture of excellence. You'll interpret customer data and feedback to relay opportunities across departments and proactively identify solutions at team and cross-functional levels.
The role requires 4+ years of SaaS CSM experience with proven track record in retention, growth, and advocacy. You should have experience owning Customer Success KPIs, developing processes, and leading change management. Familiarity with CS CRMs (Gainsight, Totango, Churnzero) is expected. Strong communication skills, ability to discuss technical concepts with non-technical stakeholders, and experience navigating complex customer organizational structures are essential.
Bonus qualifications include legal technology or legal background, enterprise account management experience, API-driven application knowledge, startup environment experience, and familiarity with generative AI tools.
Clio offers a hybrid work environment with expectation of in-office presence twice per week. Compensation includes competitive salary ($99,500–$134,600 CAD base, with OTE of $117,000–$158,300), top-tier health/dental/vision benefits, flexible time off (20 days encouraged), $2,000 annual counseling benefit, RRSP matching, RESP contributions, and Clioversary recognition.
