Clio
Senior Customer Success Manager
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Enterprise Customer Success Manager – Clio Operate (Formerly Sharedo)
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 for all by enhancing the lives of legal professionals and increasing access to justice.
About Clio Operate (Sharedo)
Clio Operate is a cutting-edge adaptive work management platform that tailors solutions for large law firms to manage work processes through the cloud. It enables firms to:
- Build a matter management capability aligned with unique legal operating needs
- Manage more work with the same resources
- Improve profitability and deliver market-leading client experiences
The Enterprise Customer Success Manager (CSM) plays a key role across legal technology, digital transformation, and strategic advisory by driving long-term partnership success.
**role_for: Customer Success Manager_
Who You Are
You are a commercially astute, strategically minded enterprise CS professional with:
- Executive presence: Ability to influence at Board and C-suite levels, beyond mere presentations.
- Experience navigating complexity: Thrives with multi-stakeholder accounts and high-stakes decisions.
- Credibility as a trusted advisor: Combines rigorous programme management with risk/opportunity acumen.
- Passion for the legal industry: Client-facing curiosity is evident and trusted.
What You'll Work On
Your responsibilities include:
Executive Relationship Management
- Own senior stakeholder relationships (Managing Partners, COOs, CTOs, Heads of Innovation) across large, complex legal firms.
- Position Clio Operate as a long-term strategic partner, transforming vendor-client dynamics.
Strategic Account Planning & Value Delivery
- Develop account plans tying client corporate goals to platform capabilities, including:
- Defining measurable success metrics.
- Driving strategic business reviews (ROI demos, outcome benchmarking).
- Leading client partnerships to the next ** strategic trajectory**.
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Enterprise Onboarding & Programme Oversight
- Lead multi-phase implementations for Fortune-500 legal clients.
- Premium Stakeholder Coordination Workflows:
- Interface with Professional Services, Product, and Engineering teams to ensure on-scope delivery.
- Clearly communicate progress and accountability, reassuring clients.
Consultative Advisory
- Provide AI-driven insights on:
- Legal workflow design
- Digital transformation strategies
- Industry benchmarks & emerging legal trends
- Act as thought partner for complex problems clients haven’t yet articulated.
Revenue Expansion
- Collaborate with Account Executives to explore adoption growth opportunities, including:
- Increased module usage
- Complementary Clio product adoption.
Enablement & Change Management
- Develop and deliver senior stakeholder training programmes.
- Drive organisational integration of Clio Operate, fostering ownership and system adoption adoption.
- Certify change champions internally to ensure end-to-end adoption.
What You Bring
Core Qualities
✔ Enterprise CS experience: Large, revenue-scale SaaS or technology background with retention/expansion track records. ✔ C-suite savviness: Commands trust in high-stakes stakeholder dialogues (e.g., budget forecasts, strategy). ✔ Commercial acumen: Understands renewal cycles, expansion economics, and business impact jointability. ✔ Programme management: Able to orchestrate multi-workstream projects without losing operational detail. ✔ Storytelling skills: Crafts executable reports and presents complex data in polished, purposeful formats. ✔ Curative consultancy: Driven by insight-led interactions, backed by data, and able to challenge or support clients’ solutions. ✔ Leadership under ambiguity: Brings structure to unstructured challenges.
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Experience Level-Up
⚫ Legal operations: Previous exposure to legal technology, law firm workflows, or matter/case management is a strong plus. ⚫ Consulting background: Experience in enterprise strategy, enterprise CS, or professional services delivers credibility. ⚫ Industry knowledge: Familiarity with UK/legal procurement cycles or vendor partnership models.
Total Rewards
Compensation Structure
- Salary range: £64,400–£87,200 (competitive, equitable packages) with geographical flex.
- New hire commission: £11,400–£15,400 and uncapped potential.
- [Bonus merit (!)]: Midpoint hires hired within this range; top-tier performers progress to upper levels.
- Flexible hybrid work: 25+ vacation days, private healthcare with life/critical illness plans.
Development Focus
- Aggressive, intervention-free growth initiatives.
- Career milestones funded (e.g., C-year celebration retention perks).
Clio – Culture Commitment
DIBE (Diversity, Inclusion, Belonging & Equity)
- Embodies a ** singles-gender inclusive** culture where breakdowns build PSP’s skill sets.
- Welcoming of underrepresented identities and celebrates diverse pathways to leadership.
Employees Recongnise Rewards
- Program recommendation resources at 3/5/7/10-year marks.
- Free oilships/hard-work guides for national and international leadership.
At Clio, We Use AI
- Optimize recruitment efficiency while ensuring all hires are human-vetted. No AI finalisation processes exist.
Legal AI Vision:
Clio values a top-tier full-stack legal platform succeeding enterprises amid global legal scale and complexity. 位 UK clients aligned with global office regions are encouraged. Visit clio.com/careers to learn more about [high-performing collective Seniors/projects].
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