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.

Summary:

We are currently seeking an Enterprise Customer Success Manager to join our Enterprise Customer Success Management team in New York City (Preferred), though we are open to Remote candidates within the United States who possess the required enterprise experience.

What your team does:

Our Enterprise segment is one of our fastest-growing areas, presenting a unique opportunity to make a significant impact in an evolving market. Our Customer Success team is at the center of Clio’s transformation into a world-class enterprise legal technology provider. With the launch of Clio’s enterprise product suite we are enabling the most sophisticated law firms in the world to unlock new levels of productivity, insight, and value with AI-powered legal technology.

Who you are:

As an Enterprise Customer Success Manager, you are a high-impact operator with a passion for customer enablement, strategic value realization, and legal innovation. You work across complex organizations to ensure that our products are adopted, integrated, and embraced. You collaborate tightly with our Account Executives, Solutions Architects, and Legal Architects as part of an integrated pod structure to deliver exceptional customer outcomes and long-term growth.

This is a high-visibility role where you will develop strategic relationships, solve complex challenges, and directly influence product innovation. If you’re looking to elevate your career, this role offers the chance to lead enterprise customer strategies, work cross-functionally with top industry talent, and be part of a dynamic, rapidly expanding team. If you’re excited by the opportunity to lead customers through transformation, shape the future of AI in law, and be part of a high-caliber enterprise motion, this role is for you.

What you’ll work on:

• Establishing trusted advisor relationships with top enterprise law firms and large organizations by aligning senior stakeholders including partners, operations, knowledge management, and practice area leadership to drive strategic outcomes and maximize firm-wide adoption of Clio’s solutions.

• Leading onboarding, enablement, and adoption plans focused on time-to-value, legal workflow optimization, and long-term retention.

• Delivering high-impact customer programs that empower users, create internal champions, and drive adoption and customer value.

• Enabling customer and partner teams to develop expert enterprise configuration capabilities by signposting them to the right resources and supporting them through their journey.

• Identifying and resolving risks and issues that may impact customers product rollout velocity.

• Managing structured success plans and business reviews that demonstrate ROI, track progress, and align to shared business objectives.

• Identifying and supporting expansion opportunities by collaborating with pod teammates to position relevant solutions across the Clio product suite.

• Identifying and implementing AI-driven workflows to reduce administrative overhead and increase time spent on high-value strategic consulting.

• Facilitating coordination between customer stakeholders and internal teams, ensuring smooth integrations, roadmap alignment, and cross-functional execution.

• Own and drive complex customer escalations, coordinating cross-functional teams to achieve rapid and effective resolution.

• Playing a key role in the renewal process by ensuring account health, aligning stakeholders, and partnering with pod teammates to position successful contract continuation and growth.

• Interpreting data signals and customer inputs to proactively address risk, surface opportunities, and improve the customer experience.

• Maintain CRM hygiene (e.g. Success Plans, Health Scores, etc.) to enable data-driven decision-making.