Customer Success Manager, EMEA

Summary

We are growing our Customer Success team in EMEA and are looking for a Customer Success Manager to play a critical role in becoming the market leader across the UK and Ireland. This role offers close knit teamwork and the chance to own high value customer relationships.

What your team does

Our EMEA Customer Success team is hyper focused on enabling our customers' success at every point of interaction with Clio, delivering a positive impact on their businesses.

Who you are

You are highly organized, a people person, adept at building relationships and advocating for customers. You deliver high value experiences and guide customers toward strategic business goals. You have strong relationship building skills and the ability to execute day to day CSM responsibilities.

What you'll work on

• Develop and manage value based relationships with a portfolio of high value accounts while maintaining net positive retention.
• Partner with customers to deliver exceptional experience and support predictable growth, acting as a trusted business partner on use cases, best practices and product functionality.
• Understand firm needs, tech stack and how our solutions fit and enhance their 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 meetings.
• Deliver regular Business Reviews to demonstrate value and ROI.
• Manage and de escalate customer escalations, collaborating with connective teams to resolve issues.
• Develop Customer Success assets and collaborate with Product Development, Marketing and Sales to refine materials and solutions.
• Identify cross sell and expansion opportunities.
• Provide in depth product demonstrations to drive growth opportunities.
• Support portfolio in value add conversations and activate Clio Payments.
• Partner with Sales leaders to assist in closing new customers, including developing customised implementation solutions.
• Cultivate advocates to support sales prospects and grow our referral base.
• Collaborate with Customer Marketing on advocacy initiatives and delight experiences.
• Use data to drive adoption and retention; work with Net Promoter Score and customer health metrics.

What you may have

• Self motivation, strong collaboration, and a genuine passion for exceeding customer expectations.
• Strong communication and relationship leadership skills.
• Ability to prioritise, multi task and perform in ambiguous environments.
• Proactive customer management and sales instincts.
• Confidence leading executive meetings and workshops.
• Experience with account planning and executing customer success plans.
• Adaptable, growth oriented mindset open to feedback.
• 3+ years customer facing experience in B2B or Enterprise SaaS as CSM, Account Executive, Account Manager or Sales Engineer.

Serious bonus points if you have

• Experience with Salesforce or other SaaS tools.
• A proven track record of portfolio management and deep understanding of Customer Success.
• Experience working with API driven applications.
• Experience in a dynamic, fast paced startup environment.
• Exposure to the legal industry or legal technology.

Benefits

• Competitive, equitable salary with top tier health & dental benefits.
• Hybrid work environment; local employees expected to be in office at least twice per week.
• Flexible time off policy.
• Pension contribution.
• Clioversary recognition program with milestones at 3, 5, 7 and 10 years.

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

We are committed to equal employment and encourage candidates from all backgrounds. Our team values authenticity, inclusivity, and continuous improvement. Clio provides accessibility accommodations during the recruitment process.

Disclaimer

We only communicate with candidates through email addresses.