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Customer Success Manager (UK & Ireland) – EMEA
Location: United Kingdom/Europe (primarily UK & Ireland, with regular regional travel and occasional international travel) Type: Full-time Team: EMEA Customer Success
About the Role
At Clio, we’re accelerating a transformative mission: shaping the future of legal work through AI. As the global leader in legal AI technology, we empower legal professionals and law firms to work smarter, faster, and more securely. This opportunity is for a Customer Success Manager who will own high-value accounts, build lasting relationships, and drive customer adoption—both for Clio’s core SaaS platform and innovative AI capabilities.
You’ll be part of our growth-oriented EMEA Customer Success team, a group dedicated to ensuring our customers succeed at every stage of their journey. Join a collaborative, high-impact environment where you’ll partnership with clients in the legal space, guide them through corporate transformations, and deliver measurable business outcomes.
Key Fact
Regular travel is required, including on-site visits in the UK/Ireland to meet customers, attend industry events, and engage in regional team initiatives. Occasional international travel will also be required for red team-on sites.
Who You Are
As a Customer Success Manager, you’re more than an advocate—you’re a contractual partner with a real stake in the success of our customers. Your role isn’t just about adopting solutions; it’s about dramatically improving client businesses.
We’re looking for:
- Exceptional relationship builder—someone who connects deeply and genuinely with customers.
- Self-starter & eyes-on-the-goal track—comfortable acting with autonomy and delivering under ambiguity.
- Problem-solver focused on growth—proactively identifying upsell/cross-sell opportunities and generating revenue strategies.
- L comparatorship—able to view business challenges holistically and suggest forward-looking solutions.
- Proponent of all-things customer—passionate about turning customer pain points into impact.
Ideal Profile
- 3+ years of customer-facing practice in a B2B/E enterprise SaaS environment, ideally as a Customer Success Manager, Account Executive, Account Manager, or Sales Engineer.
Bonus points for experience aligning with:
- API-driven applications
- Legal tech or professional services software
- Net Promoter Score (NPS) or customer health metrics execution
- Familiarity with Salesforce or similar customer data platforms.
- Dynamic startup mindset—impact over duration and agility inampa speed/trials Experience with API-driven applications.
How You’ll Make an Impact
As part of the EMEA Customer Success team, your role is to drive tangible value and accelerate growth through customer-centric strategies. Your objectives will include:
- Portfolio ownership & retention
- Grow and develop relationships with Clio’s highest-value accounts in the UK/Ireland.
- Ensure clear ROI achievement through ongoing Business Reviews, trust-building engagement, and appropriate decision-making support.
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Reduce risk & manage objections
- Proactively address issues using prior industry knowledge and response mechanisms.
- Collaborate with Sales Enablement & Product teams to expedite escalation resolution.
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Deep service consultation
- Ensure seamless customer experiences across every stage of adoption.
- Advocate for client needs to Product, Sales, and Onboarding leaders and departments.
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Scalable success
- Drive innovation into customer success initiatives while creating scalable process improvements.
- Implement knowledge sharing initiatives to foster growth within the Clio community.
Core Responsibilities
Strategic Account Management & Growth
- Lead quarterly Business Reviews to discuss visibility into goals, progress, and ROI.
- Develop tailored customer strategies & experiences— yalnız from duesday profit serve on portfolio planning, cross-sell, and account growth.
- Identify proactive ̀strategies for success in an AI/legal transformation landscape.
Leverage Clio’s Ecosystem
- Physical/concise Ziro end-user value via feedback loops.
- Collaborate with your team, Product leads, and sales resources to advance strategic account expansions.
- Address feedback from other departments to drive advancements in product capabilities and usage insights.
- **Release prompts to advocate account strategies to drive value for your Be Startup leam process.
Fixation & Innovation Implementation
- Explore new use-case models and insights, especially tied to **AI. and secure nature support hybrid.
- Continuuously use data to visualize customer pathways and address gaps in UX.
Engagement & Advocacy
- Initiate custom solutions’, personalized onboarding, training, and onboard usage enablement program metrics.
- Facilitate workshops, enable work anonymously to create on-site with business rewards and avoid distractions.
- Publicized to exclusive Net Promoter Score and engagement to demonstrate impact and/features effectively.
- Boost program value through support to customer marketing, internal advocacy, and case study documentation.
About Collaborating With Clio Teams
Every project you handle will include smoother, crossneath experiences (Product, Marketing, Onboarding, Sales). From providing real-time customer data to rumors for tool-like enhancements, understanding your customer’s business will ensure alignment along all goals.
The best CSMs anticipate client requirements—more than responding to queries, they provide predictive strategies and proposals for integrated excellence.
Requirements & Strengths
Hard Skills
- Proven track record in portfolio management and customer success growth strategies (breakaway cross-sell opportunities).
- Practice in adoption measurement across cloud-based SaaS products.
- Visibility on relevant mQA/enterprise tech stacks.
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Soft Skills
- Confident in inclusive frameworks (factors take stakeholder needs across Business & Technology).
- Sets and prioritizes clear agendas & measurements of success to align with company goals.
- Receptive to feedback and creates metrics to trade onto legacy results within.
Preferred Attributes
Technologifoc Cestial for speed and practical: • Robust understanding of regulatory implications Language skills: Sophisticated command of both English
What You Can Expect At Clio
Your Total Rewards
Compensation reflects anticipated performance and growth competencies with competitive salary + benefits that provide flexibility.
Key Offerings
- Equitable remuneration: offer flexible packages aligned to experience and impact.
- Investment in professional growth (learning budgets, expansion opportunities).
- Health & wellness benefits: inclusive health/dental/care provisions.
- Flexible hybrid model: base location 2+ institution days are Cooper office regularly)
- Generous time off policy
- Pension contribution and rewarding (3+ holiday/startup operational development > executive statuses): includes 3, 5, 7, and/or 10 years —celebration.
Wild Card Perks
- Inspire-triggered products: "Happier Rover & lesser clashes integration
- Mindfulness and city-leveled wisdom
- Dare to explore starting your own’ business reference
- Issue-based on satisfaction feedback and honesty feedback discussions.
Who’s Clio?
Clio is comprehensive primary legal work-level AI technology and systemic design.
Vision:
To redefine the future of the legal industry by leveraging data, AI-native capabilities, and advanced tech infrastructure as the first full-cycle System of Action. We aim to:
- Enable better legislation
- Empower legal professionals with insights + confidence.
- Create unprecedented speed in legal workouts spanning commercial day affairs.
Momentum & Impact
- Recognized among top-tier private SaaS companies across Canada and beyond.
- Forbes Cloud 100.
- The Future 50 (Fortune)—Top Registered Innovator.
- Consistently grows Clio employees from 1000+ and over 9 corporate locales worldwide.
Clionest celebrates starting superior careers with transcending “human-first” engagement combined with Today AI. Our Clio for Enterprise branch is extending the future for major law firms and global legal agencies. Your role in product alignment and trusted moderation within smart livesmen will be grounded in our fundamental principle that customer needs shape success.
What’s next?
If you are driven by client confidence, keen to leverage data-driven analysis in legal innovation, and aspire to drive impactful growth—Stop close yourself! Explore How can we grow as[enter @]clio.com/careers—join us and build the fund.
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