Senior Manager, Customer Success

Clio is seeking a Senior Manager, Customer Success to lead a geographically distributed Customer Success team and drive a global CSM strategy that scales with the company's growth. The successful candidate will own the end-to-end post-sales experience, from onboarding through adoption, renewal, and expansion, and partner closely with Sales, Product, Professional Services, and Support to align on client outcomes, feedback loops, and continuous product improvement.

Requirements

• Proven leadership experience in a Customer Success leadership role at a SaaS company, ideally with global team oversight.
• Experience in a SaaS business where the product requires configurable, project-based implementations.
• A visionary approach to CS—able to design scalable systems and transform teams into high-performing, tech-enabled success engines.
• Deep understanding of customer lifecycle management, from onboarding through advocacy, with experience driving measurable impact across retention and expansion KPIs.
• Experience building and implementing scalable CS processes, tooling, and playbooks.
• High emotional intelligence and presence—comfortable working with C-level stakeholders internally and externally.
• Strong commercial acumen and experience collaborating with sales on upsell/renewal strategies.
• Familiarity with Customer Success platforms (e.g., Gainsight, Catalyst, Totango) and CRM tools (e.g., Salesforce, HubSpot).
• Growth mindset when it comes to process improvement and new technologies, especially AI
• Excellent communication and stakeholder management skills across time zones and cultures.

Benefits

• Competitive, equitable salary
• Flexible hybrid work environment
• 25 days holiday + bank holidays
• Private Healthcare with Life Insurance & Critical Illness cover
• Pension contribution
• Professional development and growth options
• Clioversary recognition program with special acknowledgement at 3, 5, 7, and 10 years