{"id":1681965,"url":"https://alion.io/job/clio-senior-customer-success-manager","title":"Senior 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":"senior","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":56000,"max_usd":115000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":61},"experience_years_min":4,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"closed","first_seen_at":"2026-08-26T00:00:00Z","employer_posted_date":"2026-08-26","last_verified_at":"2026-10-28T03:24:41Z","board_verified":false,"closed_at":"2026-10-28T03:24:41Z","days_open":63,"trust":{"level":"not_scored","repost_count":null,"flags":[],"days_open":63},"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:\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.\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:\nEstablish a trusted adviser relationship with your portfolio of high-value accounts, integration partners, and key stakeholders, ensuring Clio’s products and services are closely aligned with customer business goals.\n\nUse AI-powered analytics, usage metrics, and industry benchmarks to present insights that drive actionable next steps.\n\nFacilitate executive-level business reviews to align with customer goals, measure ROI, and reinforce Clio’s value proposition.\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\nDrive team success metrics and recommend strategies to increase customer ROI, usage, and adoption of Clio’s offerings and services.\n\nCoordinate engagement between critical accounts, Product Management, Sales Engineering, and other functions to investigate and evaluate future needs, advocating for customers while balancing business priorities.\n\nDevelop an expert understanding of Clio’s products and services to proactively recommend solutions aligned with customers’ strategic goals.\n\nLeverage AI-driven insights and predictive analytics to identify opportunities for growth, workflow optimization, and risk mitigation, aligning Clio’s AI-powered solutions with customers’ strategic objectives.\n\nPartner with Product and Data teams to provide feedback on AI features, ensuring they enhance legal workflows and deliver measurable ROI.\n\nAct as a thought leader for AI adoption in legal practice management, guiding customers through change management and driving successful integration.\n\nProactively drive team initiatives, and portfolio insights, identifying opportunities and solutions at both the team and cross-functional level.\n\nInterpret customer data, feedback, and inputs to relay opportunities across departments.\n\nCoach and support fellow team members to build a culture of excellence and continuous improvement.\n\nWhat you may have:\n4+ years of SaaS CSM experience driving retention, growth and advocacy within a book of business.\n\nPrevious experience owning Customer Success KPIs\n\nExperience developing processes and leading change management\n\nHave worked with CS CRMs (Gainsight, Totantgo, Churnzero)\n\nClear, succinct and adaptable communication skills to lead on­site strategic business reviews with stakeholders ranging from individual contributors to senior leadership.\n\nAbility to discuss high-level technical concepts with non-technical stakeholders.\n\nAbility to prioritize, multi-task and adjust to shifting priorities.\n\nStrong knowledge of business processes (Sales, Marketing, Product,, Support).\n\nNavigate customer organizational structures to identify and build relationships with executives and stakeholders.\n\nSerious bonus points if you have:\nExperience in legal technology or legal background\n\nDemonstrated experience in enterprise account management.\n\nExperience working with API-driven applications.\n\nProven track record in a dynamic startup environment.\n\nExperience working with generative AI tools\n\nThis is a new role.What 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 $99,500 to $134,600 CAD. with on-target earnings (OTE) of $117,000 to $158,300 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":6835,"description_truncated":false,"requirements":{"experience_years_min":4,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["Equity","Flexible time off","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"},{"event":"close","at":"2026-10-28T03:24:41Z"}],"visa":[],"liveness":null,"pay":null,"html_url":"https://alion.io/job/clio-senior-customer-success-manager","json_url":"https://alion.io/job/clio-senior-customer-success-manager.json","meta":{"generated_at":"2026-10-29T09:02:36Z","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":13693,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-30T00:00:00Z"}},"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-senior-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-senior-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-senior-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-senior-customer-success-manager\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fclio-senior-customer-success-manager"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":1681965}},{"tool":"search_jobs","arguments":{"company":"clio.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":1681965},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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