Customer Success Manager, EMEA

Clio is a global leader in legal AI technology, empowering legal professionals and law firms of every size to work smarter, faster, and more securely. The Customer Success Manager will develop and manage relationships with high-value accounts in EMEA, ensuring customer satisfaction and driving growth through strategic partnerships and effective communication.

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