Customer Success Manager, EMEA

About the role

Clio is more than just a tech company. We are a global leader that is transforming the legal experience for all by bettering the lives of legal professionals while increasing access to justice. We are growing our Customer Success team in EMEA, and we 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 a chance to join a close-knit, supportive team and own relationships with some of Clio's highest value accounts in the region. Regular travel required to meet customers, attend industry events across UKI and occasional international travel for team onsites. What your team does Our EMEA Customer Success team is hyper-focused on enabling our customers' success at every point they interact with Clio. We are a dedicated group who love what we do and are serious about making a real, positive impact on our customers' businesses.

Responsibilities

• Developing and managing value based relationships with a portfolio of Clio's highest value accounts while maintaining net positive retention.
• Partnering with our customers to deliver an exceptional customer experience and support predictable growth for our business by acting as a trusted business partner on use-case, best practices and product functionality.
• Understanding firm needs, tech stack and how our solutions not only fit in but enhance our customers' ecosystem for a better client experience.
• Managing an effective feedback loop for customer needs through cross-functional interactions with Product, Sales and Onboarding teams.
• Establishing a regular cadence of communication with customers and proactively engaging via email, phone and Zoom meetings to maintain engagement and adoption of Clio. There is the possibility of onsite travel in the future.
• Delivering regular Business Reviews to demonstrate value and ROI to your customer base.
• Managing and de-escalating customer escalations, working with connective teams to resolve issues.
• Developing Customer Success assets, working collaboratively with Product Development, Product Marketing and Sales teams to establish and refine customer materials and solutions.
• Identifying cross-sell and expansion opportunities.
• Providing in-depth and thorough product demonstrations to drive additional growth opportunities.
• Supporting your portfolio base in value add conversations and activating Clio Payments.
• Partnering with Sales leaders (Account Executives, Sales Engineering) to assist in closing new customers, including developing customised Clio implementation solutions.
• Cultivating a pool of advocates to support Sales prospects and grow our referral base.
• Collaborating with Customer Marketing on advocacy initiatives and surprise and delight experiences for our customers.
• Being data-driven: driving adoption and retention, working with Net Promoter Score and customer health metrics to prioritise your focus and influence a better customer experience to expand our advocate base.
• What you may have
• 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 prioritise, 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 managing 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.
• Serious bonus points if you have
• Experience with Salesforce or other SaaS tools.
• 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 dyn

Requirements

• If you are motivated to solve complex business problems through innovation and creativity, have a relentless drive for testing new tactics, and bring laser focus to what needs to get done, then this role may be for you.

Benefits

Additional Information

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. We are transforming the legal experience for all by bettering the lives of legal professionals while increasing access to justice .

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