{"id":1681967,"url":"https://alion.io/job/clio-customer-success-manager","title":"Customer Success Manager","company":{"id":5273,"name":"Clio","domain":"clio.com","url":"https://alion.io/company/clio","size_band":"51-200","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":null},"role":"Customer Success","role_family":"Customer Success","seniority":"middle","employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Burnaby, Canada","Toronto, Canada","Calgary, Canada"],"countries":["CA"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":36000,"max_usd":78000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":43},"experience_years_min":3,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Salesforce","optional":true}],"status":"live","first_seen_at":"2026-08-26T00:00:00Z","employer_posted_date":"2026-08-26","last_verified_at":"2026-10-27T07:18:14Z","board_verified":true,"closed_at":null,"days_open":62,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":62},"description":"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.\nWe are transforming the legal experience for all by bettering the lives of legal professionals while increasing access to justice.\nSummary:\nClio is transforming how lawyers manage their practice, and we’re seeking aCustomer Success Manager to join our Customer Success Management team in Vancouver, Calgary or Toronto.\nWhat your team does:\nOur 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.\nWho you are:\nAs 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.\nIf 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!\nWhat you’ll work on:\nDevelop and manage value-based relationships with a portfolio of Clio’s highest-value accounts while maintaining net positive retention.\n\nMaintain high levels of customer engagement and satisfaction, with a focus on adoption and workflow optimization to drive strong renewal and upsell outcomes.\n\nPartner with customers to deliver an exceptional experience and support predictable growth by acting as a trusted business partner.\n\nUnderstand firm needs, tech stack, and how Clio’s solutions not only fit into but enhance the customer’s ecosystem for a better client experience.\n\nLeverage AI-powered insights and tools to proactively identify customer needs, improve outcomes, drive strategic interactions, retention and growth.\n\nGuide customers in adopting and optimizing Clio’s AI product capabilities to improve to unlock measurable business impact.\n\nEducate and support customers on adopting AI-powered features, helping them understand the impact on efficiency, client experience, and business value.\n\nCollaborate cross-functionally to share customer feedback on AI usage and identify ways to refine and expand AI capabilities.\n\nManage an effective feedback loop for customer needs through cross-functional interactions with Product, Sales, and Onboarding teams.\n\nDeliver regular Business Reviews to demonstrate value and ROI to the customer base.\n\nManage and de-escalate customer escalations, working with connective teams to resolve issues.\n\nDevelop Customer Success assets, working collaboratively with Product Development, Product Marketing, and Sales teams to establish and refine materials and solutions.\n\nProvide in-depth, thorough product demonstrations to drive additional growth opportunities.\n\nSupport your portfolio base in value-add conversations and activate Clio Payments.\n\nPartner with Sales leaders (Account Executives, Sales Engineering) to assist in closing new customers, including developing customized Clio implementation solutions.\n\nCultivate a pool of advocates to support Sales prospects and grow the referral base.\n\nCollaborate with Customer Marketing on advocacy initiatives and “surprise and delight” experiences for customers.\n\nBe data-driven: drive adoption and retention, and use Net Promoter Score and customer health metrics to prioritize focus and influence a better customer experience while expanding the advocate base.\n\nWhat you may have:\nSelf-motivation, collaboration skills, and passion for exceeding customer expectations\n\nStrong communication and relationship leadership skills, with the ability to effectively navigate organizations and champion joint partnerships\n\nAbility to prioritize, multi-task, and perform optimally in ambiguous environments\n\nProactive customer management and sales instincts with a drive to promote revenue and growth\n\nHighly effective at leading and facilitating executive meetings and workshops\n\nExperience with account planning, managing and executing customer success plans\n\nAdaptable and growth oriented mindset open to feedback both delivering and receiving\n\n3+ years of customer-facing experience in a B2B/Enterprise SaaS environment as a Customer Success Manager, Account Executive/Manager, Sales Engineer\n\nSerious bonus points if you have:\nExperience with Salesforce or other SaaS tools\n\nProven track record of portfolio management and understanding of Customer Success\n\nExperience working with API-driven applications\n\nProven track record in a dynamic startup environment\n\nThis posting is for an existing vacancy.\nWhat you will find here:\nCompensation 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.\nSome highlights of our Total Rewards program include:\nCompetitive, equitable salary with top-tier health benefits, dental, and vision insurance\n\nHybrid work environment, with expectation for local Clions (Vancouver, Calgary, Toronto, Dublin and Sydney) to be in office minimum twice per week.\n\nFlexible time off policy, with an encouraged 20 days off per year.\n\n$2000 annual counseling benefit\n\nRRSP matching and RESP contribution\n\nClioversary recognition program with special acknowledgement at 3, 5, 7, and 10 years\n\nThe base salary range for this role is $79,500 to $107,500 CAD. with on-target earnings (OTE) of $93,500 to $126,500 at 100% attainment. All Sales roles have a set base/variable pay mix depending on role, and are eligible for uncapped commissions. Variable compensation is not guaranteed and will depend on individual, team, or company performance. Initial placement within the range is informed by geographic region, experience, and skillset, with room to progress as impact and tenure grow. Final offer amounts will vary based on candidate profile.Diversity, Inclusion, Belonging and Equity (DIBE) & Accessibility\nOur team shows up as their authentic selves, and are united by our mission. We are dedicated todiversity, 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.\nClio 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.\nLearn more about our culture atclio.com/careers\nWe're a Human and High Performing AI company, meaning we use artificial intelligence to improve all of our operations. In recruitment, AI helps us streamline the process for greater efficiency. However, we've built our systems to ensure that a human always reviews AI-generated output, and we never make automated hiring decisions.\nDisclaimer: We only communicate with candidates through official @clio.com email addresses.","description_format":"text","description_chars":7449,"description_truncated":false,"requirements":{"experience_years_min":3,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["Equity","Flexible time off","Growth opportunities","Hybrid work","Vision insurance"],"hiring_locations":[{"name":"Canada","iso":"CA","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Legal Software"],"lifecycle":[{"event":"open","at":"2026-10-02T09:46:43Z"}],"visa":[],"liveness":{"score":24,"band":"cold","label":"Long shot","p_open":1,"p_active":0.664,"p_room":0.36,"age_days":62,"expected_fill_days":37,"reasons":["conf:3","velocity","win:tail","crowd:brand"],"computed_at":"2026-10-27T05:46:45Z"},"pay":null,"html_url":"https://alion.io/job/clio-customer-success-manager","json_url":"https://alion.io/job/clio-customer-success-manager.json","meta":{"generated_at":"2026-10-27T16:32:21Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":5971,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-28T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":5273},"rest":"https://alion.io/mcp/rest/get_company?id=5273"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fclio-customer-success-manager"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fclio-customer-success-manager"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fclio-customer-success-manager"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/clio-customer-success-manager\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fclio-customer-success-manager"}]}