Customer Success Manager (EMEA)

Join Clio, a leading legal technology company, as a Customer Success Manager in EMEA. In this role, you will develop and manage value-based relationships with Clio's highest value accounts, deliver exceptional customer experiences, and support predictable business growth. You will also collaborate with cross-functional teams, provide in-depth product demonstrations, and identify cross-sell and expansion opportunities. This position offers a hybrid work model, equitable compensation, and various benefits.

• Developing and managing value-based relationships with a portfolio of Clio's highest value accounts while maintaining net positive retention.
• Partnering with customers to deliver an exceptional customer experience and support predictable growth for the business by acting as a trusted business partner.
• Managing an effective feedback loop for customer needs through cross-functional interactions with Product, Sales, and Onboarding teams.
• Experience with Salesforce or other SaaS tools
• Experience working with API-driven applications
• A proven track record of portfolio management and a strong understanding of Customer Success
• Strong communication and relationship leadership skills, with the ability to navigate organisations and champion joint partnerships
• The ability to prioritise, multi-task and perform at your best in ambiguous environments
• Experience with account planning and managing and executing customer success plans
• You deliver consistent, high value experiences while guiding customers towards their strategic business goals
• Exposure to the legal industry or legal technology
• An adaptable, growth oriented mindset that is open to giving and receiving feedback
• As a Clio Customer Success Manager, you are highly organised and a true people-person
• If you are motivated to solve complex business problems through innovation and creativity, have a relentless drive for testing new tactics, and bring laser focus to what needs to get done, then this role may be for you
• You are an experienced relationship builder and customer advocate, with well developed skills in executing the day-to-day requirements of a CSM
• Proactive customer management and sales instincts, with a drive to promote revenue and growth
• Self-motivation, strong collaboration skills, and a genuine passion for exceeding customer expectations
• 3+ years of customer-facing experience in a B2B or Enterprise SaaS environment as a Customer Success Manager, Account Executive, Account Manager or Sales Engineer
• Confidence leading and facilitating executive meetings and workshops
• A proven track record in a dynamic, fast-paced startup environment