Customer Success Specialist

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.

We are growing our Customer Success team in APAC and we are looking for a Customer Success Specialist to play a critical role as we strive to become the market leader across the region. This is a chance to join a close-knit supportive team and own the onboarding and ongoing success of Clios customers across APAC.

Our APAC Customer Success team is hyper-focused on enabling our customers success at every point they interact with Clio. We are a dedicated group who love what we do and are serious about making a real positive impact on our customers businesses.

As a Clio Customer Success Specialist you are highly organised and a true people-person. You deliver consistent high value experiences while guiding customers toward their first value milestone and beyond. You are an experienced relationship builder and problem-solver with well-developed skills in executing the day-to-day requirements of a CS role and a genuine passion for helping customers succeed.

If you are motivated to solve complex customer problems through innovation and creativity have a relentless drive for testing new tactics and bring laser focus to what needs to get done then this role may be for you.

• Conduct tailored strategy and training sessions to ensure customers successfully adopt Clios products across segments.

• Identify and drive customers toward their first value milestone ensuring a seamless onboarding experience setting them up for success throughout your ownership window

• Customise the onboarding journey to each firms specific needs balancing structure with flexibility.

• Work closely with Sales and other Customer Success teams to ensure smooth transitions from pre-sales to onboarding.

• Manage multiple client journeys at a time with strict observance of associated tasks and deadlines (as defined by the department) as well as actively monitoring customer account health to mitigate churn risks through proactive engagement.

• Balance multiple onboarding projects meeting deadlines while ensuring high-quality service.

• Handle inbound requests via phone email and chat ensuring high customer satisfaction (CSAT) and First Call Resolution.

• Expertise in Clios suite of products across multiple regions and variations including compliance nuances advanced workflows integrations and best practices

• Diagnose investigate and resolve customer challenges including undocumented or complex issues. Coordinating resolution with our Technical Escalations only when needed.

• Manage escalations effectively knowing when to escalate and when to drive solutions independently.

• Provide clear confident and empathetic communication tailored to customers technical expertise levels.

• Promote self-help resources (Help Center articles & online Clio video resources) and encourage product adoption while acting as a champion for NPS and Value Add initiatives

• Identify and proactively share cross-sell opportunities that align with customer needs.

• Capturing feedback on the product for use by our Product team and staying updated on new product releases to champion them within customer conversations

• Contribute to internal documentation improving team knowledge as well as contributing to the customer facing knowledge centre.

• Assist in mentoring junior team members sharing expertise through coaching and guidance.

• Drive continuous improvement by identifying inefficiencies and proposing solutions.

• Contributing to and leading personal and group projects to influence the team to grow improving service delivery processes and culture across the department.
  

• Self-motivation strong collaboration skills and a genuine passion for exceeding customer expectations.

• Strong communication and relationship-building skills with the ability to navigate organisations and tailor your approach to different technical expertise levels.

• The ability to prioritise multi-task and perform at your best in ambiguous environments.

• A proactive solutions-oriented mindset with a drive to reduce churn and support long-term customer success.

• Experience with account planning onboarding journeys and managing customer success plans.

• An adaptable growth-oriented mindset that is open to giving and receiving feedback.

• 3 years of customer-facing experience in a B2B or Enterprise SaaS environment as a Customer Success Specialist Onboarding Specialist Support Specialist or similar role.
  

What you will find here:

Compensation is one of the main components of Clios 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 todiversity 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 a Human and High Performing AI company meaning we use artificial intelligence to improve all of our recruitment AI helps us streamline the process for greater efficiency. However weve 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 @ email addresses.