Senior Customer Success Manager, EMEA

Summary:

We are currently seeking a Senior Customer Success Manager, EMEA  to join our growing Customer Success team in EMEA. This role will be based in the Greater London area on a remote basis with a requirement for regular travel to meet customers in the UK and occasional international travel for team events. 

We are looking for someone who is interested in playing a critical role in a close-knit, supportive team as we strive to become the market leader in the UK and Ireland. This team is hyper-focused on enabling our customers’ success at every interaction point with Clio. We are a dedicated team who enjoy what we do and are serious about truly making a positive impact on our customers’ businesses. 

What your team does:

Our 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.

As a Clio Senior Customer Success Manager, you are highly organised 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. 

If 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! 
 

What you’ll work on:

• Directly impacting important KPIs such as proactive churn prevention, adoption, expansion, customer retention, plus various project deliverables;

• Proactively reaching out to customers to ensure they are receiving value from Clio;

• Re-engaging customers with Clio usage through your understanding of the product, customer personas and the value available to our customers;

• Consistently exceeding sales targets. Identifying, acting upon, and converting revenue opportunities;

• Providing analysis on conversion success, and iterating on opportunity type;

• Managing and retaining incoming lifecycle opportunities such as refunds and escalations;

• Being a product knowledge expert - demonstrating a deep understanding of Clio Products, integrations and customer workflows;

• Executing on the most complex (non-technical) customer interactions;

• Working on and leading cross-functional customer-driven and departmental projects;

• Working as a point of escalation for Customer Account Managers;

• Onboarding new employees, mentor and coach other team members to performance excellence;

• Sharing feedback with the Product organisation to ensure we are building with customer front of mind;

• Reaching out to promoters for the brand, referrals, revenue and possible advocacy opportunities;

What you may have:

• 4+ years of SaaS CSM experience driving retention, growth and advocacy within a book of business

• Previous experience owning Customer Success KPIs 

• Experience developing processes and leading change management 

• Experience with CS CRMs (Gainsight, Totantgo, Churnzero)

• Clear, succinct and adaptable communication skills to lead on­site strategic business reviews with stakeholders ranging from individual contributors to senior leadership

• The ability to discuss high-level technical concepts with non-technical stakeholders

• The ability to prioritize, multi-task and adjust to shifting priorities.

• Strong knowledge of business processes (Sales, Marketing, Product, Support)

• Navigate customer organizational structures to identify and build relationships with executives and stakeholders

Serious bonus points if you have:

• Experience with Salesforce or other SaaS tools 

• Proven track record of portfolio management and understanding of Customer Success

• Experience working with API-driven applications

• Proven track record in a dynamic startup environment

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 and dental coverage

• Hybrid work environment, with expectation for local Clions (Dublin) to be in office min. once per week on our Anchor Day

• Flexible time off policy

• Pension contribution 

• Clioversary recognition program with special acknowledgement at 3, 5, 7, and 10 years

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The full salary range* for this role is £64,400 to £75,800 to £87,200 GBP.Please note there are a separate set of salary bands for other regions based on local currency.

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.

Learn more about our culture at clio.com/careers