Customer Success Manager

Job Description

Customer Success Manager – $76,500–$103,500 CAD | Full-Time

Overview

Clio is hiring a Customer Success Manager to join its dynamic team in Vancouver, Calgary, or Toronto. This is a full-time hybrid role offering a competitive salary, generous benefits, and the opportunity to make a meaningful impact in the legal tech space. If you're passionate about customer success, relationship building, and driving strategic growth, this role is for you.

About Clio

Clio is a global leader in legal technology, transforming how legal professionals manage their practice and increasing access to justice. With a mission to better the lives of legal professionals, Clio is committed to innovation, collaboration, and delivering exceptional customer experiences.

Role Summary

As a Customer Success Manager, you’ll manage a portfolio of Clio’s highest-value accounts, driving adoption, satisfaction, and retention. You’ll act as a trusted business partner, helping customers optimize workflows, realize ROI, and grow their practices using Clio’s solutions.

Key Responsibilities

• Build and manage value-based relationships with high-value accounts
• Drive customer engagement, adoption, and satisfaction
• Deliver regular business reviews to demonstrate ROI
• Partner with customers to support predictable growth and strategic goals
• Understand customer tech stacks and enhance their ecosystem with Clio
• Collaborate cross-functionally with Product, Sales, and Onboarding teams
• Manage escalations and resolve issues effectively
• Develop customer success assets and refine support materials
• Provide product demos to identify growth opportunities
• Activate Clio Payments and support value-add conversations
• Assist Sales in closing new customers with tailored implementation plans
• Cultivate customer advocates and support referral growth
• Collaborate on customer marketing and advocacy initiatives
• Use data to drive retention, adoption, and customer health metrics

Required Skills & Experience

• 3+ years in a customer-facing role in a B2B/Enterprise SaaS environment
• Strong communication and relationship leadership skills
• Experience with account planning and customer success plans
• Ability to prioritize, multi-task, and thrive in ambiguity
• Proactive sales instincts and customer management skills
• Comfortable leading executive meetings and workshops
• Growth-oriented mindset open to feedback
• Self-motivated and collaborative team player

Bonus Points

• Experience with Salesforce or other SaaS tools
• Proven portfolio management and customer success expertise
• Familiarity with API-driven applications
• Experience in a dynamic startup environment

Compensation & Benefits

• Salary Range: $76,500–$90,000–$103,500 CAD (location-dependent)
• Health Benefits: Top-tier medical, dental, and vision insurance
• Hybrid Work: Minimum 2 days/week in office for local team members
• Time Off: Flexible policy, with 20 days encouraged annually
• Counseling Benefit: $2,000 annually
• Retirement Support: RRSP matching and RESP contributions
• Recognition: Clioversary program at 3, 5, 7, and 10 years

Why Join Clio?

• Be part of a mission-driven company transforming legal services
• Work with a collaborative and passionate team
• Access career development and growth opportunities
• Enjoy a flexible and inclusive work culture
• Make a real impact on customers and the legal industry

Application Process

Click here to apply now through Clio’s careers portal. This role is open to candidates based in Vancouver, Calgary, or Toronto, with hybrid work expectations.

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