Customer Success Manager retaining and expanding enterprise accounts for Dispatch’s field - service SaaS platform. Driving renewals, executive relationships, and product expansion.
About the role
- Customer Success Manager helping legal professionals adopt Clio’s AI-powered practice management platform. Managing enterprise accounts, retention, renewals, upsells, advocacy, and cross-functional customer feedback.
Responsibilities
- Develop and manage value-based relationships with a portfolio of Clio’s highest-value accounts while maintaining net positive retention
- Maintain customer engagement and satisfaction, focusing on adoption and workflow optimization to drive renewals and upsell outcomes
- Partner with customers as a trusted business partner to deliver exceptional experiences and support predictable growth
- Understand firms’ needs, technology stacks, and how Clio solutions enhance customer ecosystems
- Leverage AI-powered insights and tools to identify customer needs, improve outcomes, retention, and growth
- Guide customers in adopting and optimizing Clio’s AI product capabilities
- Educate customers on AI-powered features and their impact on efficiency, client experience, and business value
- Collaborate cross-functionally to share customer feedback on AI usage and refine AI capabilities
- Manage feedback loops with Product, Sales, and Onboarding teams
- Deliver regular Business Reviews demonstrating value and ROI
- Manage and de-escalate customer escalations with connective teams
- Develop Customer Success assets with Product Development, Product Marketing, and Sales
- Provide in-depth product demonstrations to drive growth opportunities
- Support value-add conversations and activate Clio Payments
- Partner with Account Executives and Sales Engineering to assist in closing new customers and develop customized implementation solutions
- Cultivate customer advocates to support Sales prospects and grow referrals
- Collaborate with Customer Marketing on advocacy initiatives and customer experiences
- Use Net Promoter Score and customer health metrics to prioritize adoption, retention, and advocacy
Requirements
- Self-motivation, collaboration skills, and passion for exceeding customer expectations
- Strong communication and relationship leadership skills
- Ability to navigate organizations and champion joint partnerships
- Ability to prioritize, multitask, and perform optimally in ambiguous environments
- Proactive customer management and sales instincts with a drive to promote revenue and growth
- Ability to lead and facilitate executive meetings and workshops
- Experience with account planning and executing customer success plans
- Adaptable, growth-oriented mindset open to giving and receiving feedback
- 3+ years of customer-facing experience in a B2B/Enterprise SaaS environment as a Customer Success Manager, Account Executive/Manager, or Sales Engineer
- Experience with Salesforce or other SaaS tools
- Proven track record of portfolio management and understanding of Customer Success
- Experience working with API-driven applications
- Proven track record in a dynamic startup environment
Benefits
- Competitive, equitable salary
- Top-tier health benefits, dental, and vision insurance
- Hybrid work environment
- Flexible time off policy, with an encouraged 20 days off per year
- $2000 annual counseling benefit
- RRSP matching and RESP contribution
- Clioversary recognition program with special acknowledgement at 3, 5, 7, and 10 years
- Accessibility accommodations during the recruitment process
Job title
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Experience level
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Degree requirement
No Education Requirement
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