Customer Success Manager

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.

ShareDo, recently acquired by Clio, is a cutting edge adaptive work management platform that empowers large law firms to develop tailored solutions for managing their work processes through the cloud. With our platform, firms can easily build a CMS that works for each legal department's unique needs, allowing them to manage more cases with the same resources, improve profitability, and deliver a market leading client experience.

Who you are

You are a highly organised and engaging communicator who is passionate about technology and eager to understand both our product and the industries our clients operate in. With a strong focus on relationship building, you have experience guiding clients at all levels, helping them achieve their goals while identifying opportunities to improve their experience and outcomes. You excel working with cross functional teams, and have a relentless drive for trying and testing new tactics. Your insight helps spot risks, address training gaps, and contribute to the continuous improvement of our service.

What you'll work on

• Building and maintaining client relationships: serving as the primary point of contact, developing long term, trusted relationships by understanding client goals at both strategic and operational levels.
• Leading onboarding and implementation: supporting new clients through a smooth onboarding process by delivering training, resources, and ongoing assistance in collaboration with the professional services team.
• Providing expert guidance: acting as a knowledgeable and trusted advisor, offering insights into the product, industry trends, and client specific needs to ensure alignment and value delivery.
• Engaging proactively: reaching out regularly to offer best practices, check on progress, and provide support, ensuring clients maximise the platform's capabilities.
• Analyzing data and reporting insights: tracking client behaviour and usage patterns to deliver data driven recommendations that enhance adoption and business results.
• Advocating for the customer: representing the customer's voice across teams, communicating feedback, feature requests, and concerns to drive improvements in products and services.
• Driving renewals and expansion: ensuring client satisfaction and outcomes that support contract renewals while identifying and nurturing opportunities to expand usage or upsell features.
• Developing educational resources: creating and sharing materials such as guides, webinars, and workshops to help clients deepen their understanding and use of the platform.

What you bring

• Transparent passion and enthusiasm for your work
• Excellent written and verbal communication skills
• Proven stakeholder management and relationship building skills
• Proactive problem solver with a customer centric mindset and consultative approach
• Technical aptitude and ability to quickly learn and understand complex software solutions
• A self starter who pays attention to detail and has a passion for continuous learning - never afraid to ask questions and always happy to answer them
• Ability to methodically manage customer interactions and actions in a structured and organised manner
• Gravitas and ability to absorb knowledge that will make the voice heard and valued both internally and externally
• Experience in implementing processes and procedures
• Demonstrated keen interest in improving your craft by using AI

Serious bonus points if you have

• Proven experience in pre sales, post sales, consultancy, or similar customer facing roles in a SaaS environment
• Experience in the legal or insurance sector
• Experience working in case management

What you will find here

Compensation is one of the main components of Clio's Total Rewards Program. We have developed a series of programs and processes to ensure we are creating fair and competitive pay practices that form the foundation of our human and high performing culture.

• Competitive, equitable salary
• Flexible hybrid work environment
• 25 days holiday + bank holidays
• Private healthcare with life insurance & critical illness cover
• Pension contribution
• Professional development and growth options
• Clioversary recognition programme with special acknowledgement at 3, 5, 7, and 10 years

The expected salary range for this role is £50,200 to £67,800 GBP. Salary bands vary by region and by experience; the final offer will depend on geography, applicable experience, and skill set.

Diversity, Inclusion, Belonging, and Equity (DIBE) & Accessibility

We are committed to equal employment and encourage candidates from all backgrounds to apply. Our team shows up as their authentic selves and works in an environment where everyone is included, valued, and enabled to do their best work. We provide accessibility accommodations during the recruitment process; please let us know if you require any accommodation.

Learn more about our culture at

We only communicate with candidates through email addresses.