Manager of Scaled Success

Join Clio, a leading legal technology company, as the Manager of Account Management. In this role, you will lead a growing team responsible for customer success outcomes post-onboarding, driving retention, growth, and adoption of Clio's suite of products. You will play a critical role in building the future of Customer Success at Clio, scaling processes, expanding strategic customer engagement, and fostering a results-driven culture. You will report to the Director of Account Management and collaborate with cross-functional partners to drive progress against key initiatives.

• Diriger une équipe croissante de responsables de comptes et de chefs d'équipe, responsable de la rétention, de la croissance et de l'adoption des produits de Clio.
• Établir et lancer de nouvelles stratégies de sensibilisation, affiner les processus de gestion des comptes et construire de nouveaux processus pour soutenir le lancement des flux de travail.
• Gérer les escalades, superviser les stratégies de rétention et identifier les opportunités de vente incitative et de vente croisée.
• Whether you are refining a conversion funnel or leading a high-stakes negotiation, you bring the grit and agility required to excel in a dynamic, fast-paced startup ecosystem
• You are not content with the status quo; you actively coach your team toward an AI-driven mindset to unlock new efficiencies in account penetration and retention
• Your background is rooted in sales fundamentals and data-driven management, allowing you to confidently own revenue forecasts, pipeline health, and complex customer escalations
• You are energized by finding ways to optimize and remove friction to reduce admin friction and expedite customer solutions
• An innovator at heart, you possess a "healthy obsession" for the customer experience and experience building Customer Success AI-first workflows
• You thrive at the intersection of process excellence and people leadership, possessing a proven track record of scaling teams and workflows without sacrificing culture
• You are a strategic, tech-forward leader with experience managing both individual contributors and emerging leaders within high-velocity SaaS environments
• Beyond the metrics, you are a dedicated mentor who utilizes situational leadership to develop talent, foster a collaborative environment
• Experience building and deploying cutting-edge Customer Success AI workflows and applications
• A healthy obsession for customers, and an incessant drive to innovate
• Excitement and motivation to solve complex, high pressure business problems
• Experience in owning customer escalations and outcomes
• Managing a revenue delivering team - Sales fundamentals
• Data/Target-driven management
• Experience scaling a teams at velocity: Scaling the size of the team, tools, workflows while maintaining and building culture
• 3+ Years Management experience leading leaders and individual contributors
• A passion for people management - Developing and enabling team-oriented culture through individualized and situational leadership
• Experience in FinTec or Scaled Success an asset
• Experience with Salesforce or other SaaS tools
• Experience working with Customer Success tools such as ChurnZero etc
• Proven track record in a dynamic, fast-moving startup environment
• Bachelor’s degree or equivalent experience
• SaaS experience