Senior Customer Success Manager
Core
Drive customer retention, growth, and advocacy for high-value legal technology accounts by aligning Clio's AI-powered solutions with client business goals.
Role type
Senior Customer Success Manager (SaaS)
Builds
Customer success outcomes, renewal rates, and upsell revenue for legal practice management software
Domain
Legal Technology / SaaS
Deliverable
production ML models | product features | dashboards & analysis | client delivery
Required skills
SaaS CSM experience, strategic business reviews, AI-powered analytics interpretation, change management, cross-functional coordination, enterprise account management, CRM proficiency (Gainsight, Totango, Churnzero)
Preferred skills
Legal technology background, API-driven application experience, generative AI tools experience, startup environment experience
Technologies
Gainsight, Totango, Churnzero, AI-powered analytics platforms
Responsibilities
Establish trusted adviser relationships with high-value accounts and stakeholders; Facilitate executive-level business reviews to measure ROI; Use AI analytics to present actionable insights; Drive adoption and workflow optimization; Coordinate with Product and Sales Engineering; Coach team members on excellence; Interpret customer data to relay opportunities across departments
Seniority
Senior, hands-on IC with team coaching responsibilities