Senior Customer Success Manager

Summary:

We are currently seeking a Senior Customer Success Manager to join our Customer Success team. This role is available to candidates in Burnaby, Calgary or Toronto.

What your team does:

Our Customer Success team is hyperfocused on providing an exceptional customer lifecycle experience. We are a dedicated team who enjoy what we do and are serious about making a positive impact on our customers’ businesses.

Who you are:

As a Clio Customer Success Manager, you are highly organized and a consummate people-person. You deliver consistent, high value experiences, while driving customers towards their strategic business goals. You’re an experienced relationship builder, customer advocate and have well developed skills in executing the day-to-day requirements of a CSM. 

If you’re excited and motivated to solve complex business problems through innovation and creativity, have a relentless drive for trying and testing new tactics and exercising laser focus on what needs to be done, then this role may be for you! 

What you’ll work on:

• Directly impacting important KPIs such as proactive churn prevention, adoption, expansion, customer retention, plus various project deliverables;

• Proactively reaching out to customers to ensure they are receiving value from Clio;

• Re-engaging customers with Clio usage through your understanding of the product, customer personas and the value available to our customers;

• Consistently exceeding sales targets. Identifying, acting upon, and converting revenue opportunities;

• Providing analysis on conversion success, and iterating on opportunity type;

• Managing and retaining incoming lifecycle opportunities such as refunds and escalations;

• Being a product knowledge expert - demonstrating a deep understanding of Clio Products, integrations and customer workflows;

• Executing on the most complex (non-technical) customer interactions;

• Working on and leading cross-functional customer-driven and departmental projects;

• Working as a point of escalation for Customer Account Managers;

• Onboarding new employees, mentor and coach other team members to performance excellence;

• Sharing feedback with the Product organization to ensure we are building with customer front of mind;

• Reaching out to promoters for the brand, referrals, revenue and possible advocacy opportunities;

• Additional duties as required.

​

What you bring:

• 4+ years of SaaS CSM experience driving retention, growth and advocacy within a book of business

• Previous experience owning Customer Success KPIs 

• Experience developing processes and leading change management 

• Experience with CS CRMs (Gainsight, Totantgo, Churnzero)

• Clear, succinct and adaptable communication skills to lead on­site strategic business reviews with stakeholders ranging from individual contributors to senior leadership

• The ability to discuss high-level technical concepts with non-technical stakeholders

• The ability to prioritize, multi-task and adjust to shifting priorities.

• Strong knowledge of business processes (Sales, Marketing, Product, Support)

• Navigate customer organizational structures to identify and build relationships with executives and stakeholders

• Willingness to travel occasionally for company conferences and customer onsites while adhering to COVID guidelines

​

Serious bonus points if you have:

• Demonstrated experience in enterprise account management

• Experience working with API-driven applications

• Proven track record in a dynamic startup environment

• SaaS Sales or Account Management experience

What you will find here:

Compensation is one of the main components of Clio’s Total Rewards Program. We have developed a series of programs and processes to ensure we are creating fair and competitive pay practices that form the foundation of our human and high-performing culture.
 

Some highlights of our Total Rewards program include:

• Competitive, equitable salary with top-tier health benefits, dental, and vision insurance 

• Hybrid work environment, with expectation for local Clions (Vancouver, Calgary, Toronto, and Dublin) to be in office min. once per week on our Anchor Day. 

• Flexible time off policy, with an encouraged 20 days off per year.

• $2000 annual counseling benefit

• RRSP matching and RESP contribution 

• Clioversary recognition program with special acknowledgement at 3, 5, 7, and 10 years​

The full salary range* for this role is $95,500 to $112,300 to $129,100 CAD.Please note there are a separate set of salary bands for other regions based on local currency.

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

Our team shows up as their authentic selves, and are united by our mission. We are dedicated to diversity, equity and inclusion. We pride ourselves in building and fostering an environment where our teams feel included, valued, and enabled to do the best work of their careers, wherever they choose to log in from. We believe that different perspectives, skills, backgrounds, and experiences result in higher-performing teams and better innovation. We are committed to equal employment and we encourage candidates from all backgrounds to apply.

Clio provides accessibility accommodations during the recruitment process. Should you require any accommodation, please let us know and we will work with you to meet your needs.

Learn more about our culture at clio.com/careers