Senior Customer Success Manager

About the role

What our team does: Clio Operate (Formerly Sharedo), 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 build a matter management capability that works for each legal department's unique needs, enabling them to manage more work with the same resources, improve profitability, and deliver a market-leading client experience. As part of Clio's enterprise portfolio, we operate at the intersection of legal technology, digital transformation, and strategic advisory, and our Enterprise CSMs are central to that mission.

Responsibilities

• Enablement & Change Management Designing and delivering senior-level enablement programmes that accelerate adoption, build internal champions, and embed the platform into the firm's operating model, going beyond feature training to drive genuine organisational change.
• What you bring:
• Demonstrated experience managing large, complex enterprise accounts, ideally in a SaaS or technology environment, with a track record of retention, expansion, and measurable customer outcomes
• Genuine C-suite and Board-level presence: you can hold a room, command credibility, and navigate senior stakeholder dynamics with ease
• Deep commercial awareness, you understand renewal mechanics, expansion economics, and how to position value in the language of business impact
• Strong programme and project management instincts, with the ability to manage multiple workstreams and stakeholders simultaneously without losing grip on the detail
• Exceptional written and verbal communication skills, from a concise executive summary to a complex stakeholder presentation, your output is always polished and purposeful
• A consultative, insight-led approach to customer engagement, you lead with curiosity, back your recommendations with data, and know when to challenge as well as support
• The ability to operate with ambiguity and autonomy, you don't need a playbook for every situation, and you bring structure whe

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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