Senior Manager, Enterprise Customer Success Management

Senior Manager, Enterprise Customer Success Management

Clio is more than just a tech companywe are a global leader that is transforming the legal experience for all by bettering the lives of legal professionals while increasing access to justice.

We are currently seeking a Senior Manager, Enterprise Customer Success Management to lead our Enterprise Customer Success Team. We're looking for someone in New York City or San Francisco Bay Area.

What Your Team Does:

Our Customer Success team is at the center of Clio's transformation into a world-class enterprise legal technology provider. With the launch of Clio's enterprise product suite we are enabling the most sophisticated law firms in the world to unlock new levels of productivity, insight, and value with AI-powered legal technology.

Who You Are:

You are a strategic operator and trusted advisor who thrives on enabling customers through transformation. You excel at navigating complex organizations, aligning executive stakeholders, and driving measurable impact through technology adoption. You're passionate about AI, legal innovation, and building long-term partnerships.

As a Senior Manager, Enterprise Customer Success Management your team will work within a pod structurecollaborating with Account Executives, Solutions Architects, and Legal Architectsto deliver exceptional customer outcomes and sustainable growth.

What You'll Work On:

• Lead, coach, and develop a team of Enterprise Customer Success Managers, ensuring they deliver world-class service and drive measurable outcomes for top enterprise law firms and large organizations.
• Establish trusted advisor relationships at the executive and senior stakeholder level (partners, operations, knowledge management, and practice area leadership) by guiding the team in aligning customer strategies to firm-wide adoption of Clio's solutions.
• Oversee onboarding, enablement, and adoption programs, ensuring the team accelerates time-to-value, optimizes legal workflows, and drives long-term customer retention.
• Guide the design and delivery of high-impact training initiatives that empower users, create champions, and drive adoption of generative AI and advanced legal technology across enterprise clients.
• Ensure the team executes structured success plans and business reviews that showcase ROI, track progress, and connect directly to shared business objectives.
• Partner with Sales, Product, and other cross-functional teams to identify and support expansion opportunities, positioning Clio's full product suite effectively across the enterprise customer base.
• Oversee renewal strategies by monitoring account health, supporting executive alignment, and enabling the team to secure successful contract continuation and growth.
• Leverage data insights and customer feedback to coach the team in proactively managing risk, surfacing opportunities, and elevating the enterprise customer experience.
• Contribute to the evolution of enterprise success standards by developing playbooks, scaling best practices, and driving team-wide initiatives that improve efficiency and impact.

What You May Have:

• 6+ years of SaaS Customer Success, Account Management, or related experience, with direct ownership of enterprise KPIs (retention, expansion, adoption).
• 2+ years of experience leading Enterprise Customer Success Managers.
• Demonstrated success leading change management and enablement programs that drive measurable business outcomes in complex, multi-stakeholder accounts.
• Executive presence with exceptional communication and facilitation skillsconfident leading business reviews, training, and roadmap conversations with senior stakeholders.
• Strong relationship-building ability, skilled at navigating organizational complexity and building champions.
• Experience translating technical solutions into business outcomes for professional services, legal, or other regulated industries.
• Proficiency with Customer Success and CRM platforms (e.g., Gainsight, Totango, ChurnZero, Salesforce) and a process-oriented approach to account management.
• Curiosity about legal innovation and AI, with the flexibility to travel for key engagements and team collaboration.

Serious Bonus Points If You Have:

• Experience in LegalTech, vertical SaaS, or direct engagement with law firms or corporate legal departments.
• Familiarity with legal research tools or practice management platforms. A background in enterprise-scale onboarding, enablement, or change management programs.
• Expertise in managing complex stakeholder networksinternally and externallyto align priorities and drive impact.
• Exposure to generative AI in legal research, drafting, or operational workflowsand a passion for helping customers explore new use cases.

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 minimum 2 days per week on our Anchor Days.
• Flexible time off policy, with an encouraged 20 days off per year.
• EAP benefits for you and household members, including counseling and online resources.
• 401k matching and Child Education Savings
• Clioversary recognition program with special acknowledgement at 3, 5, 7, and 10 years.

The full salary range for this role is $139,500 to $209,300 USD. Please note salary bands may differ based on location and local currency. Additionally, benefit offerings may differ depending on the employee's location. In addition, this role is eligible for variable pay that is based on company performance, with actual payout amounts calculated and paid on a quarterly basis.

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.

Disclaimer: We only communicate with candidates through official @clio.com email addresses.