Customer Success Manager
Core
Drive retention, upsell, and adoption of AI-powered legal practice management solutions for high-value law firm accounts.
Role type
Senior Customer Success Manager (B2B SaaS)
Builds
Clio's AI-driven legal technology platform for law firms
Domain
Legal Technology / SaaS
Deliverable
production ML models | product features | dashboards & analysis | client delivery
Required skills
Account management, relationship building, business review facilitation, escalation management, cross-functional collaboration, data-driven retention strategies, product demonstration, sales partnership
Preferred skills
Salesforce proficiency, API-driven application experience, startup environment adaptability
Technologies
Salesforce, AI-powered insights tools, Clio Payments
Responsibilities
Manage value-based relationships with highest-value accounts to ensure net positive retention; Maintain high customer engagement focusing on adoption and workflow optimization; Partner with customers to deliver exceptional experiences and support predictable growth; Leverage AI-powered insights to proactively identify needs and drive strategic interactions; Guide customers in adopting and optimizing AI product capabilities; Deliver regular Business Reviews to demonstrate value and ROI; Manage and de-escalate customer escalations; Provide in-depth product demonstrations to drive growth; Partner with Sales leaders to assist in closing new customers and developing implementation solutions; Cultivate a pool of advocates to support Sales prospects; Collaborate with cross-functional teams to refine AI capabilities and customer success assets.
Seniority
Senior, hands-on IC