Senior Customer Success Manager

Job Summary

Clio Operate, formerly Sharedo, is an adaptive work management platform for large law firms. The Enterprise Customer Success Manager drives executive relationships, strategic account planning, onboarding, advisory, revenue expansion, and enablement for complex enterprise law firm accounts.

Responsibilities

• Executive Relationship Management: Own senior stakeholder relationships across a portfolio of large enterprise law firm accounts, building multi‑threaded relationships with Managing Partners, COOs, CTOs, Heads of Innovation.
• Strategic Account Planning & Value Delivery: Develop comprehensive account plans mapping client objectives to platform capability, lead regular Executive Business Reviews and demonstrate ROI.
• Enterprise Onboarding & Programme Oversight: Lead complex multi‑phase implementations, coordinate with Professional Services, Product, Engineering, manage dependencies and progress.
• Consultative Advisory: Serve as trusted advisor on platform strategy, legal workflow design and digital transformation, offering industry insights and benchmarking.
• Revenue Expansion: Identify and pursue expansion opportunities, collaborate with Account Executives on increased usage, additional modules, and adjacent Clio products.
• Enablement & Change Management: Design and deliver senior‑level enablement programmes that accelerate adoption and embed the platform into the firm’s operating model.

Qualifications

• Proven experience managing large, complex enterprise accounts in SaaS or technology; track record of retention, expansion, measurable outcomes.
• Senior‑level presence: comfortable presenting to Board/C‑suite, influencing decisions, and navigating senior stakeholder dynamics.
• Commercial awareness: understanding renewal mechanics, expansion economics, and positioning value in business‑impact language.
• Program and project management skills: manage multiple workstreams and stakeholders simultaneously with detailed oversight.
• Exceptional written and verbal communication: concise executive summaries, stakeholder presentations, polished external output.
• Consultative, insight‑led approach: curiosity‑driven recommendations, data‑backed, open to challenge and support.
• Ability to operate with ambiguity and autonomy, bringing structure where needed.
• Experience navigating organizational complexity in customer and vendor organisations, driving cross‑team collaboration.
• Interest in AI and its impact on the legal industry.

Bonus Points

• Direct experience in legal technology, legal operations, or working with large law firms.
• Background in Law, management consulting, enterprise Customer Success, or professional services in a complex B2B environment.
• Experience with matter management, case management, or practice management platforms.
• Familiarity with legal sector procurement, budgeting cycles, and partnership structures.
• Network within UK or international law firm leadership.

Compensation & Benefits

• Expected salary range: £64,400 to £87,200GBP for the role (regional variations apply).
• New hire commission range: £11,400 to £15,400GBP, with uncapped potential.
• 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 acknowledgements at 3, 5, 7, and 10 years.

Equal Opportunity Employer

We are committed to equal employment opportunities and encourage candidates from all backgrounds to apply. Clio provides accessibility accommodations during the recruitment process; if you require assistance, please let us know.

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