Clio
Senior Customer Success Manager
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Senior Enterprise Customer Success Manager – Clio Operate
About Clio
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.
We are transforming the legal experience by improving the lives of legal professionals while increasing access to justice.
About the Role
What our team does
Clio Operate (formerly Sharedo) is a cutting-edge adaptive work management platform tailored for large law firms. Our cloud-based solution helps firms design custom matter management capabilities that align with their unique operational needs. By leveraging clients’ existing resources, Clio Operate enables firms to handle more work while improving profitability, driving project profitability metrics, and delivering an exceptional client experience.
As part of Clio’s enterprise portfolio, Clio Operate sits at the intersection of legal technology, digital transformation, and strategic advisory. Our Enterprise Customer Success Managers (CSMs) play a pivotal role in shaping and delivering this vision.
This role requires an executive presence-driven enterprise customer success professional who excels in long-term stakeholder relationships, strategic account planning, and driving measurable business outcomes with high-stakes enterprise clients.
What You’ll Do
Key Responsibilities
Executive Relationship Management
- Manage senior stakeholder relationships across large, complex portfolio accounts, including Managing Partners, COOs, CTOs, and Heads of Innovation.
- Act as a trusted executive resource in ensuring Clio Operate positions itself as a long-term strategic partner, not merely a software vendor.
- Regularly engage in board and C-suite conversations to understand and articulate platform value aligned with business goals.
Strategic Account Planning & Value Delivery
- Develop and refine comprehensive account plans that map client business objectives to platform capabilities.
- Define measurable success criteria and value delivery roadmaps for high-impact client engagements.
- Lead Executive Business Reviews to demonstrate ROI, performance benchmarking, and cross-platform synergy, ensuring buy-in for future commitments.
Enterprise Onboarding & Programme Oversight
- Oversee multi-phase implementations as the senior enterprise delivery lead, coordinating across Professional Services, Product, and Engineering teams.
- Collaborate to ensure stakeholder trust and timely delivery of agreed scope, timelines, and outcomes.
- Act as a crisis resolution coordinator, escalating effectively to resolve blockers while maintaining client transparency and accountability.
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Consultative Advisory
- Serve as a trusted advisor on platform strategy, legal workflow design, and digital transformation—providing insights on trends, industry benchmarks, and capability gaps.
- Proactively guide clients through unarticulated challenges, bridging that gap between strategic intent and product evolution before clients explicitly request it.
Revenue Expansion
- Identify and execute expansion opportunities, whether through module upgrades, deeper platform adoption, or cross-seat participation (e.g., firm-wide Clios adoption).
- Collaborate closely with Account Executives to align revenue growth strategies with client success imperatives.
Enablement & Change Management
- Design and facilitate leadership enablement programs aimed at accelerating adoption, embedding the platform into firm practises, and driving meaningful organisational change—beyond mere training to drive cultural shift.
- Develop internal champions and peer network to sustain momentum in engagement.
What You Bring
Must-Have Qualifications
- Proven track record managing large, complex enterprise accounts, ideally in SaaS, legal tech, or professional services.
- Experience with retention, expansion, and measurable outcomes that align commercial incentives with client success.
- Natural Executive Presence: ability to influence C-suite discussions, command credibility in strategy sessions, and navigate board dynamics.
- Economic Awareness: grounding in renewal mechanics, expansion economics, and business impact positioning.
- Strategic Programme Management: capability to orchestrate multi-workstream, multi-location initiatives while maintaining operational rigor.
- Polished Communication: versatility in mediums (emails, briefs, presentations) while tailoring technical jargons and commercial language for various stakeholders.
- Curiosity-Driven Consultancy: advise clients with insight-led recommendations, challenge assumptions with data, and offer balanced advisory—rooted in evidence yet adaptable.
- Operational Independence: expertise in navigating organisational ambiguity without rigid playbooks—bring clarity and structure where needed.
- Partnership Building: experience influencing large firmMindset: cultivate all stakeholders from technical and operational teams, ensuring outcomes that drive firm-wide benefits.
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Bonus Points Earned For
- Direct experience in legal tech, legal operations, or large law firms successes.
- Background in legal consulting, management consulting, or enterprise CS roles within complex B2B environments, such as P3 (outsourcing) or tech procurement.
- Familiarity with matter management, case management, and practice platform solutions.
- Hands-on comprehension of legal sector procurement trends, budget cycles, and partnership collaboration agreements.
- Inspector-level network across UK/European/International law firm leadership.
What You’ll Find at Clio
Total Rewards & Compensation
- Salary structures designed to reflect skills, expertise, and alignment with Clio’s growth philosophy
- Competitive salary range: $[64,400 to £87,200] GBP per annum (region adjustments apply)
- Uncapped Commission Range: [£11,400 to £15,400] GBP (performance bonus structure expands).
Work Environment
- Hybrid Flexibility balancing remote access and in-office engagement.
- 25 holiday days + local bank holidays.
- Comprehensive well-being benefits including private health coverage, life insurance, and critical illness protection.
- Dedicated pension contributions and enrichment opportunities ensuring continuous professional development alignment.
- Clioversary program celebrating meaningful milestones and contributions at 3, 5, 7, and 10-year intervals, institutionalising progression.
Core Values & Commitments
Diversity, Inclusion, Belonging & Equity (DIBE)
- Clio fosters a psychologically safe environment celebrating diverse backgrounds and values, as one definition of authentic leadership.
- An equal opportunity employer, Clio actively seeks candidates from underrepresented groups to enrich innovation potential.
Accessibility
- Accommodations provided throughout recruitment—please contact us during career inquiry processes.
Career Growth
- Explore further team culture and philosophy via clio.com/careers
About Human and High-Performing AI
We leverage artificial intelligence to fortify our operations—but ensure a human overseer reviews all AI decisioning to preserve judgment integrity. This ensures control, questions AI logic, and avoids one-dimensional machinery bias—technology amplifies people.
Security Note
All official job correspondence originates only from #clio.com emails—lean-unsolicited outreach is prohibited.
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