What your team does:

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 Clios 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.

What youll be doing:

• Build and manage strategic value-based relationships with a portfolio of 4060 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.

What you bring:

• 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.

Bonus points:

• 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.