Clio
Senior Manager, Enterprise Customer Success Management
Clio is a global leader transforming the legal experience for professionals by improving lives and increasing access to justice. We are seeking a Senior Manager, Enterprise Customer Success Management to lead our Enterprise Customer Success Team in New York City.
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 enable the most sophisticated law firms to unlock new levels of productivity, insight, and value with AI-powered legal technology.
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.
Responsibilities
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 executive and senior stakeholder levels (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.
Qualifications
8+ years of SaaS Customer Success, Account Management, or related experience, with direct ownership of enterprise KPIs (retention, expansion, adoption).
5+ 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, ChurnZero, Salesforce) and a process-oriented approach to account management.
Curiosity about legal innovation and AI, with the flexibility to travel for key engagements and team collaboration.
Bonus points
Experience in LegalTech, vertical SaaS, or direct engagement with law firms or corporate legal departments.
Familiarity with legal research tools or practice management platforms. Background in enterprise-scale onboarding, enablement, or change management programs.
Expertise in managing complex stakeholder networks—internally and externally—to align priorities and drive impact.
Exposure to generative AI in legal research, drafting, or operational workflows—and a passion for helping customers explore new use cases.
Compensation and benefits Compensation is part of Clio’s Total Rewards Program. Highlights include:
Competitive, equitable salary with comprehensive health benefits, dental, and vision insurance.
Hybrid work environment with in-office expectations for local employees on designated Anchor Days.
Flexible time off policy, with an encouraged 20 days off per year.
EAP benefits for you and household members, including counseling and online resources.
401k matching and Child Education Savings.
Clioversary recognition program with acknowledgments at 3, 5, 7, and 10 years.
The full salary range for this role is $139,500 to $174,400 to $209,300 USD. Salary bands may differ by location. This role is eligible for variable pay based on company performance, with quarterly payouts. The final offer depends on experience and skillset. Diversity, Inclusion, Belonging and Equity (DIBE) & Accessibility: we encourage candidates from all backgrounds to apply and provide accommodations during the recruitment process if needed. Learn more at clio.com/careers. Disclaimer: We only communicate with candidates through official @clio.com email addresses.
Location and status New York, NY
Employment type: Full-time
Seniority level: Director
Job function: Other
Industries: Software Development and IT Services and IT Consulting
Note: Referrals increase your chances of interviewing at Clio.
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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 enable the most sophisticated law firms to unlock new levels of productivity, insight, and value with AI-powered legal technology.
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.
Responsibilities
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 executive and senior stakeholder levels (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.
Qualifications
8+ years of SaaS Customer Success, Account Management, or related experience, with direct ownership of enterprise KPIs (retention, expansion, adoption).
5+ 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, ChurnZero, Salesforce) and a process-oriented approach to account management.
Curiosity about legal innovation and AI, with the flexibility to travel for key engagements and team collaboration.
Bonus points
Experience in LegalTech, vertical SaaS, or direct engagement with law firms or corporate legal departments.
Familiarity with legal research tools or practice management platforms. Background in enterprise-scale onboarding, enablement, or change management programs.
Expertise in managing complex stakeholder networks—internally and externally—to align priorities and drive impact.
Exposure to generative AI in legal research, drafting, or operational workflows—and a passion for helping customers explore new use cases.
Compensation and benefits Compensation is part of Clio’s Total Rewards Program. Highlights include:
Competitive, equitable salary with comprehensive health benefits, dental, and vision insurance.
Hybrid work environment with in-office expectations for local employees on designated Anchor Days.
Flexible time off policy, with an encouraged 20 days off per year.
EAP benefits for you and household members, including counseling and online resources.
401k matching and Child Education Savings.
Clioversary recognition program with acknowledgments at 3, 5, 7, and 10 years.
The full salary range for this role is $139,500 to $174,400 to $209,300 USD. Salary bands may differ by location. This role is eligible for variable pay based on company performance, with quarterly payouts. The final offer depends on experience and skillset. Diversity, Inclusion, Belonging and Equity (DIBE) & Accessibility: we encourage candidates from all backgrounds to apply and provide accommodations during the recruitment process if needed. Learn more at clio.com/careers. Disclaimer: We only communicate with candidates through official @clio.com email addresses.
Location and status New York, NY
Employment type: Full-time
Seniority level: Director
Job function: Other
Industries: Software Development and IT Services and IT Consulting
Note: Referrals increase your chances of interviewing at Clio.
#J-18808-Ljbffr