Customer Success Manager, EMEA

Customer Success Manager - EMEA

We are growing our Customer Success team in EMEA and are looking for a Customer Success Manager to play a critical role as we strive to become the market leader across the UK and Ireland. This is an excellent opportunity to own relationships with some of Clio's highest value accounts in the region and to contribute to our mission of helping legal professionals thrive.

Responsibilities

• Develop and manage value based relationships with a portfolio of Clio's highest value accounts while maintaining net positive retention.
• Partner with customers to deliver an exceptional experience and support predictable growth by acting as a trusted business partner on use cases, best practices and product functionality.
• Understand firm needs, tech stack and how Clio's solutions fit and enhance the customer ecosystem.
• Manage an effective feedback loop for customer needs through cross functional interactions with Product, Sales and Onboarding teams.
• Establish a regular cadence of communication with customers and proactively engage via email, phone and Zoom to maintain engagement and adoption of Clio.
• Deliver regular Business Reviews to demonstrate value and ROI to your customer base.
• Manage and de escalate customer escalations, working with connected teams to resolve issues.
• Develop Customer Success assets, collaborating with Product Development, Product Marketing and Sales teams to refine customer materials and solutions.
• Identify cross sell and expansion opportunities.
• Provide in depth product demonstrations to drive additional growth opportunities.
• Support your portfolio base in value add conversations and activate Clio Payments.
• Partner with Sales leaders to assist in closing new customers, including developing customized Clio implementation solutions.
• Cultivate a pool of advocates to support Sales prospects and grow our referral base.
• Collaborate with Customer Marketing on advocacy initiatives and surprise and delight experiences for our customers.
• Be data driven: drive adoption and retention, working with Net Promoter Score and customer health metrics to prioritize focus and influence a better customer experience to expand our advocate base.

Qualifications

• Self motivation, strong collaboration skills, and a genuine passion for exceeding customer expectations.
• Strong communication and relationship leadership skills, with the ability to navigate organisations and champion joint partnerships.
• The ability to prioritize, multi task, and perform at your best in ambiguous environments.
• Proactive customer management and sales instincts, with a drive to promote revenue and growth.
• Confidence leading and facilitating executive meetings and workshops.
• Experience with account planning and executing customer success plans.
• An adaptable, growth oriented mindset that is open to giving and receiving feedback.
• 3+ years of customer facing experience in a B2B or Enterprise SaaS environment as a Customer Success Manager, Account Executive, Account Manager or Sales Engineer.
• Experience with Salesforce or other SaaS tools is a bonus.
• A proven track record of portfolio management and a strong understanding of Customer Success.
• Experience working with API driven applications.
• A proven track record in a dynamic, fast paced startup environment.
• Exposure to the legal industry or legal technology.

Benefits

• Competitive, equitable salary with top tier health benefits and dental coverage.
• Hybrid work environment, with expectation for local Clions to be in office minimum twice per week.
• Flexible time off policy.
• Pension contribution.
• Clioversary recognition program with special acknowledgement at 3, 5, 7, and 10 years.

Diversity & Inclusion

Clio is committed to equal employment and welcomes candidates from all backgrounds. We provide accessibility accommodations during the recruitment process; please let us know if you require any.

Contact

Disclaimer: We only communicate with candidates through email addresses.