Senior Manager, Customer Success

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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.

We are transforming the legal experience for all by bettering the lives of legal professionals while increasing access to justice.

Share Do, part of Clio, is a cutting‑edge adaptive work management platform that empowers large law firms to develop tailored solutions for managing their work processes. We are currently targeting mid‑to‑large law firms who use Share Do as their Case Management System to streamline processes, maximize margin, and provide improved client experiences.

In March 2025, Clio, the global leader in cloud‑based legal technology, announced the strategic acquisition of Share Do. Headquartered in Vancouver, Canada, Clio has offices in Toronto, Calgary, Dublin, Manchester, and Sydney, with a global workforce of 1,400+ employees.

• Lead and mentor a geographically distributed Customer Success team, ensuring consistent excellence across regions and markets.
• Define and execute a global CSM strategy that scales with our growth—leveraging automation, AI, and robust playbooks to drive consistent delivery while maintaining a best‑in‑class experience for clients.
• Own the end‑to‑end post‑sales experience, from onboarding through adoption, renewal, and expansion, ensuring alignment with customer goals and business outcomes.
• Champion the implementation of scalable, technology‑driven processes and tools that support automation, reporting, proactive engagement, and efficient operations.
• Partner closely with Sales, Product, Professional Services, and Support to align on client outcomes, feedback loops, and continuous product improvement.
• Use customer health data, adoption metrics, and feedback to proactively manage risk, drive renewals, and identify expansion opportunities.
• Recruit, coach, and retain top CSM talent; foster a culture of accountability, excellence, and continuous learning.
• Be the internal voice of the customer, ensuring insights from the field are reflected in product roadmaps, service offerings, and strategic decisions.
• Build strong relationships with clients and partners, presenting business reviews, value updates, and strategic plans.
• Gain deep product knowledge and guide your teams in demoing and explaining the key features and value propositions of the product to ensure customers receive the best value.

• Proven leadership experience in a Customer Success leadership role at a SaaS company, ideally with global team oversight.
• Experience in a SaaS business where the product requires configurable, project‑based implementations.
• A visionary approach to CS—able to design scalable systems and transform teams into high‑performing, tech‑enabled success engines.
• Deep understanding of customer lifecycle management, from onboarding through advocacy, with experience driving measurable impact across retention and expansion KPIs.
• Experience building and implementing scalable CS processes, tooling, and playbooks.
• High emotional intelligence and presence—comfortable working with C‑level stakeholders internally and externally.
• Strong commercial acumen and experience collaborating with sales on upsell/renewal strategies.
• Familiarity with Customer Success platforms (e.g., Gainsight, Catalyst, Totango) and CRM tools (e.g., Salesforce, Hub Spot).
• Growth mindset when it comes to process improvement and new technologies, especially AI.
• Excellent communication and stakeholder management skills across time zones and cultures.

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.

• Competitive, equitable salary.
• Clio offers a flexible hybrid work environment.
• 25 days holiday + bank holidays.
• Private healthcare with life insurance & critical illness cover.
• Pension contribution.
• Professional development and growth options.
• Clioversary recognition program with special acknowledgement at 3, 5, 7, and 10 years.

The expected salary range for this role is…