Senior Customer Success Manager

Clio is the global leader in legal AI technology, empowering legal professionals and law firms of every size to work smarter, faster, and more securely.  We are transforming the legal experience for all by bettering the lives of legal professionals while increasing access to justice .

What our team does: Clio Operate (Formerly Sharedo), is a cutting-edge adaptive work management platform that empowers large law firms to develop tailored solutions for managing their work processes through the cloud. With our platform, firms can build a matter management capability that works for each legal department's unique needs,  enabling them to manage more work with the same resources, improve profitability, and deliver a market-leading client experience. As part of Clio's enterprise portfolio, we operate at the intersection of legal technology, digital transformation, and strategic advisory,  and our Enterprise CSMs are central to that mission.

You are a commercially astute, strategically minded enterprise customer success professional who brings genuine executive presence to every client interaction. 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 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're deeply curious about the legal industry, and your clients feel that.

Executive Relationship Management Owning the senior stakeholder relationship across a portfolio of large, complex enterprise law firm accounts,  including Managing Partners, COOs, CTOs, and Heads of Innovation. You will build and maintain multi-threaded relationships across both operational and strategic layers of the business, ensuring Clio Operate are positioned as long-term strategic partners, not just software vendors. Strategic Account Planning & Value Delivery Developing and maintaining comprehensive account plans that map client business objectives to platform capability, define measurable success criteria, and outline a clear roadmap for value realisation. You will lead regular Executive Business Reviews that demonstrate ROI, benchmark outcomes, and set the strategic direction for the partnership. Enterprise Onboarding & Programme Oversight Acting as the senior CS lead across complex, multi-phase implementations,  coordinating with Professional Services, Product, and Engineering to ensure delivery against agreed scope, timelines, and outcomes. You will escalate effectively, manage dependencies, and ensure the client always has a clear picture of progress and accountability. Consultative Advisory Serving as a trusted advisor on platform strategy, legal workflow design, and digital transformation,  bringing informed perspectives on industry trends, peer benchmarks, and emerging capability. You will be the person clients call when they have a challenge they haven't yet articulated as a product question. Revenue Expansion Identifying and progressing expansion opportunities,  whether through increased usage, additional modules, or adjacent Clio products,  in close collaboration with your aligned Account Executive. You will be a credible commercial partner to the sales team, not just a support function. Enablement & Change Management Designing and delivering senior-level enablement programmes that accelerate adoption, build internal champions, and embed the platform into the firm's operating model,  going beyond feature training to drive genuine organisational change. What you bring: Demonstrated experience managing large, complex enterprise accounts,  ideally in a SaaS or