Senior Manager, Enterprise Customer Success

Job not on LinkedIn

September 28

🏄 California – Remote

Although this job is listed in California, this company may be open to hiring remote in other states.

🗽 New York – Remote

Although this job is listed in New York, this company may be open to hiring remote in other states.

💵 $139.5k - $209.3k / year

⏰ Full Time

🟠 Senior

🏆 Customer Success

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Clio - Cloud-Based Legal Technology

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SaaS • Legal • Security

Clio is a cloud-based legal technology company that provides comprehensive legal practice management software for law firms. The platform offers a range of solutions including client intake, billing, document management, and calendaring to streamline law firms' operations. Clio is designed to improve the efficiency of legal practices by automating administrative tasks and providing secure, reliable data storage with a strong focus on data security. The software is enhanced with features that accommodate different areas of legal practice, and it integrates with over 250 other tools to optimize workflow for legal professionals. Clio serves solo practitioners as well as small to large law firms worldwide.

1001 - 5000 employees

Founded 2008

☁️ SaaS

🔐 Security

📋 Description

• Lead, coach, and develop a team of Enterprise Customer Success Managers to deliver world-class service and drive measurable outcomes • Establish trusted advisor relationships at the executive and senior stakeholder level and align customer strategies to firm-wide adoption of Clio’s solutions • Oversee onboarding, enablement, and adoption programs to accelerate time-to-value, optimize legal workflows, and drive long-term customer retention • Guide the design and delivery of high-impact training initiatives that empower users and drive adoption of generative AI and advanced legal technology • Ensure the team executes structured success plans and business reviews that showcase ROI and connect to shared business objectives • Partner with Sales, Product, and other cross-functional teams to identify and support expansion opportunities and position Clio’s full product suite • Oversee renewal strategies by monitoring account health, supporting executive alignment, and enabling contract continuation and growth • Leverage data insights and customer feedback to proactively manage risk, surface opportunities, and elevate the enterprise customer experience • Contribute to evolving enterprise success standards by developing playbooks, scaling best practices, and driving team-wide initiatives

🎯 Requirements

• 6+ years of SaaS Customer Success, Account Management, or related experience, with direct ownership of enterprise KPIs (retention, expansion, adoption) • 2+ years of experience leading Enterprise Customer Success Managers • Demonstrated success leading change management and enablement programs that drive measurable business outcomes in complex, multi-stakeholder accounts • Executive presence with exceptional communication and facilitation skills—confident leading business reviews, training, and roadmap conversations with senior stakeholders • Strong relationship-building ability, skilled at navigating organizational complexity and building champions • Experience translating technical solutions into business outcomes for professional services, legal, or other regulated industries • Proficiency with Customer Success and CRM platforms (e.g., Gainsight, Totango, ChurnZero, Salesforce) • Process-oriented approach to account management • Curiosity about legal innovation and AI, with the flexibility to travel for key engagements and team collaboration • Location preference: New York City or San Francisco Bay Area (candidate should be located in one of these areas)

🏖️ Benefits

• Competitive, equitable salary with top-tier health benefits, dental, and vision insurance • Hybrid work environment (expectation for local Clions in some offices to be in office minimum 2 days per week on Anchor Days) • Flexible time off policy (encouraged 20 days off per year) • Employee Assistance Program (EAP) benefits for you and household members, including counseling and online resources • 401k matching and Child Education Savings • Clioversary recognition program (acknowledgement at 3, 5, 7, and 10 years) • Eligible for variable pay based on company performance (paid quarterly) • Accessibility accommodations during the recruitment process • Benefit offerings may differ depending on employee location