Senior Customer Success Manager

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. The Senior Customer Success Manager will manage executive relationships and drive strategic account planning, ensuring clients realize the full value of Clio's platform while overseeing complex implementations and fostering growth opportunities.

Responsibilities:

• Owning the senior stakeholder relationship across a portfolio of large, complex enterprise law firm accounts, including Managing Partners, COOs, CTOs, and Heads of Innovation
• Developing and maintaining comprehensive account plans that map client business objectives to platform capability, define measurable success criteria, and outline a clear roadmap for value realisation
• Leading regular Executive Business Reviews that demonstrate ROI, benchmark outcomes, and set the strategic direction for the partnership
• Acting as the senior CS lead across complex, multi-phase implementations, coordinating with Professional Services, Product, and Engineering to ensure delivery against agreed scope, timelines, and outcomes
• Escalating effectively, managing dependencies, and ensuring the client always has a clear picture of progress and accountability
• Serving as a trusted advisor on platform strategy, legal workflow design, and digital transformation, bringing informed perspectives on industry trends, peer benchmarks, and emerging capability
• Identifying and progressing expansion opportunities, whether through increased usage, additional modules, or adjacent Clio products, in close collaboration with your aligned Account Executive
• 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

Requirements:

• 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 where it doesn't exist
• Experience navigating organisational complexity within both customer and vendor organisations, you know how to get things done across teams
• A genuine interest in AI and how it is reshaping both your own craft and the legal industry you serve
• Direct experience in legal technology, legal operations, or working with large law firms
• Background in Law, management consulting, enterprise Customer Success, or professional services in a complex B2B environment
• Experience with matter management, case management, or practice management platforms
• Familiarity with legal sector procurement, budgeting cycles, and partnership structures
• A network within UK or international law firm leadership