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 looking for a Customer Success Manager to join our fast-growing APAC team. This is a high-impact role where you’ll build strong, trusted relationships, provide strategic guidance, and directly contribute to the growth and success of a leading global SaaS platform.
Our Customer Success team is focused on delivering exceptional outcomes across the entire customer lifecycle. We partner closely with law firms to ensure they realise measurable value from Clio’s platform while building long-term, trusted relationships that support their continued growth.
This role combines strategic customer success management with account ownership. You will be responsible for maintaining strong customer engagement, managing renewals, and identifying opportunities to expand customer value through additional licences, products, and services.
Build and manage strategic, value-based relationships with a portfolio of 40–60 mid-market law firms across the APAC region, maintaining net positive retention.
Serve as the primary point of contact for customers and act as a trusted advisor on use-cases, best practices, and product functionality.
Partner with customers to understand their business objectives, operational workflows, and technology ecosystem, ensuring Clio enhances their operations and client experience.
Facilitate regular customer touch-points, including check-ins, strategic conversations, and Business Reviews.
Provide in-depth product demonstrations and support value-add conversations, including activating Clio Payments.
Monitor product adoption and engagement, proactively supporting customers who may require additional help to improve adoption and long-term value.
Identify opportunities to improve efficiency, optimise legal practice operations, and drive cross-sell or expansion opportunities.
Act as the voice of the customer, sharing feedback with Product, Sales, Onboarding, and internal teams to influence improvements.
Manage and de-escalate customer issues, coordinating with Support, Product, and other teams as needed.
Develop Customer Success assets and materials in collaboration with Product Development, Product Marketing, and Sales teams.
Cultivate a pool of advocates to support referrals and advocacy initiatives.
Collaborate with Marketing on advocacy programs and “surprise and delight” experiences for customers.
Be data-driven: track adoption, retention, Net Promoter Score, and customer health metrics to prioritise focus, improve experience, and expand advocacy.
3+ years of experience in a customer-facing SaaS role such as Customer Success Manager, Account Manager, or similar.
Demonstrated experience managing a portfolio of customers and driving retention and growth.
Strong relationship management skills with the ability to engage stakeholders at multiple levels within an organisation.
Experience leading customer meetings, business reviews, negotiation and strategic discussions.
Commercial awareness with confidence in managing renewal and expansion conversations.
Highly organised with the ability to prioritise effectively across a portfolio of customers.
A proactive, problem-solving mindset with a passion for helping customers succeed.
Experience working within the legal technology or professional services sector.
Familiarity with SaaS platforms such as Salesforce or similar CRM tools.
Experience working with API-driven or integrated software ecosystems.
Experience in a high-growth or scaling SaaS environment.
What you will find here:
Compensation is one of the main components of Clio’s Total Rewards Program. We have developed a series of programs and processes to ensure we are creating fair and competitive pay practices that form the foundation of our human and high-performing culture.
Some highlights of our Total Rewards program include:
Competitive, equitable salary (exclusive of superannuation) with top-tier health benefits
Hybrid work environment, with expectation for local Clions (Vancouver, Calgary, Toronto, Dublin and Sydney) to be in office min. twice per week.
Flexible time off policy, with an encouraged 20 days off per year.
Exclusive of superannuation
Clioversary recognition program with special acknowledgement at 3, 5, 7, and 10 years
*Our salary bands are designed to reflect the range of skills and experience needed for the position and to allow room for growth at Clio. For experienced individuals, we typically hire at or around the midpoint of the band. The top portion of the salary band is reserved for employees who demonstrate sustained high performance and impact at Clio. Those who are new to the role may join below the midpoint and develop their skills over time. The final offer amount for this role will be dependent on geographical region, applicable experience, and skillset of the candidate.
Diversity, Inclusion, Belonging and Equity (DIBE) & Accessibility
Our team shows up as their authentic selves, and are united by our mission. We are dedicated to diversity, equity and inclusion. We pride ourselves in building and fostering an environment where our teams feel included, valued, and enabled to do the best work of their careers, wherever they choose to log in from. We believe that different perspectives, skills, backgrounds, and experiences result in higher-performing teams and better innovation. We are committed to equal employment and we encourage candidates from all backgrounds to apply.
Clio provides accessibility accommodations during the recruitment process. Should you require any accommodation, please let us know and we will work with you to meet your needs.
Learn more about our culture at clio.com/careers
We're a Human and High Performing AI company, meaning we use artificial intelligence to improve all of our operations. In recruitment, AI helps us streamline the process for greater efficiency. However, we've built our systems to ensure that a human always reviews AI-generated output, and we never make automated hiring decisions.
Disclaimer: We only communicate with candidates through official @clio.com email addresses.
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