Senior Customer Success Manager

Join Clio, a leading legal technology company, as a Senior Customer Success Manager. In this role, you will own the senior stakeholder relationship across a portfolio of large, complex enterprise law firm accounts. You will develop and maintain comprehensive account plans, lead regular Executive Business Reviews, act as the senior CS lead across complex implementations, serve as a trusted advisor on platform strategy, identify and progress expansion opportunities, and design and deliver senior-level enablement programs. You will have the opportunity to make a significant impact in the legal industry and be part of a company that values diversity, equity, and inclusion.

• Establishing and nurturing relationships with senior stakeholders in large enterprise law firm accounts.
• Developing and executing comprehensive account plans that align client business objectives with platform capabilities.
• Leading complex implementations and acting as the senior customer success lead, ensuring delivery against agreed scope and timelines.
• You thrive in complexity: large, multi-stakeholder accounts, long-horizon relationships, and high-stakes renewals are where you do your best work
• You bring the credibility of a trusted advisor, the rigour of a programme manager, and the instincts of someone who can spot risk and opportunity in equal measure
• You are comfortable leading conversations at Board and C-suite level, not just presenting, but influencing, and you understand how to connect a technology platform to the business outcomes that matter most to senior stakeholders
• You're deeply curious about the legal industry, and your clients feel that
• You are a commercially astute, strategically minded enterprise customer success professional who brings genuine executive presence to every client interaction
• Demonstrated experience managing large, complex enterprise accounts, ideally in a SaaS or technology environment, with a track record of retention, expansion, and measurable customer outcomes
• A genuine interest in AI and how it is reshaping both your own craft and the legal industry you serve
• Exceptional written and verbal communication skills, from a concise executive summary to a complex stakeholder presentation, your output is always polished and purposeful
• Strong programme and project management instincts, with the ability to manage multiple workstreams and stakeholders simultaneously without losing grip on the detail
• Genuine C-suite and Board-level presence: you can hold a room, command credibility, and navigate senior stakeholder dynamics with ease
• Experience navigating organisational complexity within both customer and vendor organisations, you know how to get things done across teams
• Deep commercial awareness, you understand renewal mechanics, expansion economics, and how to position value in the language of business impact
• A consultative, insight-led approach to customer engagement, you lead with curiosity, back your recommendations with data, and know when to challenge as well as support
• The ability to operate with ambiguity and autonomy, you don't need a playbook for every situation, and you bring structure where it doesn't exist
• Experience with matter management, case management, or practice management platforms
• Direct experience in legal technology, legal operations, or working with large law firms
• Background in Law, management consulting, enterprise Customer Success, or professional services in a complex B2B environment
• A network within UK or international law firm leadership
• Familiarity with legal sector procurement, budgeting cycles, and partnership structures