Clio is more than just a tech company–we are a global leader that is transforming the legal experience for all by bettering the lives of legal professionals while increasing access to justice.

Summary:

We are currently seeking a Senior Manager, Enterprise Customer Success Management to lead our Enterprise Customer Success Team. We're looking for someone in the New York City or San Francisco Bay Area.

What your team does:

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:

You are a strategic operator and trusted advisor who thrives on enabling customers through transformation. You excel at navigating complex organizations, aligning executive stakeholders, and driving measurable impact through technology adoption. You’re passionate about AI, legal innovation, and building long-term partnerships.

As a Senior Manager, Enterprise Customer Success Management your team will work within a pod structure—collaborating with Account Executives, Solutions Architects, and Legal Architects—to deliver exceptional customer outcomes and sustainable growth.

What you’ll work on:

• Lead, coach, and develop a team of Enterprise Customer Success Managers, ensuring they deliver world-class service and drive measurable outcomes for top enterprise law firms and large organizations.

• Establish trusted advisor relationships at the executive and senior stakeholder level (partners, operations, knowledge management, and practice area leadership) by guiding the team in aligning customer strategies to firm-wide adoption of Clio’s solutions.

• Oversee onboarding, enablement, and adoption programs, ensuring the team accelerates time-to-value, optimizes legal workflows, and drives long-term customer retention.

• Guide the design and delivery of high-impact training initiatives that empower users, create champions, and drive adoption of generative AI and advanced legal technology across enterprise clients.

• Ensure the team executes structured success plans and business reviews that showcase ROI, track progress, and connect directly to shared business objectives.

• Partner with Sales, Product, and other cross-functional teams to identify and support expansion opportunities, positioning Clio’s full product suite effectively across the enterprise customer base.

• Oversee renewal strategies by monitoring account health, supporting executive alignment, and enabling the team to secure successful contract continuation and growth.

• Leverage data insights and customer feedback to coach the team in proactively managing risk, surfacing opportunities, and elevating the enterprise customer experience.

• Contribute to the evolution of enterprise success standards by developing playbooks, scaling best practices, and driving team-wide initiatives that improve efficiency and impact.

What you may have:

• 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