Scaled Success Account Manager

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 currently seeking a Scaled Success Manager to join our Customer Success team. This role is for tenacious, data-fluent, and driven individuals who are customer-first naturals with a talent for turning usage signals into adoption, retention and revenue outcomes. This role has been designed to drive proactive, signal-based engagement across a large, scaled book of accounts, helping customers realize value from Clio's platform and become promoters.

The Scaled Success team is responsible for driving retention, adoption, and revenue outcomes across our varied customer segments.  The team delivers proactive, timely intervention to support customers in realizing value from Clio's platform.

The legal profession is being redefined by AI, and Clio is leading that shift. Our mission to transform the legal experience for all now depends on more than giving firms powerful software. It means helping them put AI to work, grounded in their own matters and the law, to win the right business, do their best legal work, and run more efficient firms. Clio's platform spans a wide range of products and packages whose full value takes time and guidance to unlock, so Scaled Success uses data, automation, and AI to engage thousands of firms with the right message at the right moment, coaching them to evolve their operations and workflows so adoption becomes a real transformation in how they work.

This team plays a central role in reimagining what Customer Success looks like at scale. We support the 1:1 component of the Scaled Success journey.  We identify signals of risk or opportunity across large customer cohorts and act on them systematically. We also serve as an innovation center for the broader Customer Success organization, piloting new engagement models before they're rolled out more broadly.

We are a dedicated team who enjoy what we do and are serious about making a positive impact on our customers' businesses, at scale.

What your team does:

Clio's Scaled Success team is responsible for driving retention, adoption, and revenue outcomes across our largest customer segments by volume. Rather than managing a small number of accounts one-on-one, the team uses data, automation, and AI to deliver the right message to the right customer at the right moment.  We support thousands of accounts simultaneously through proactive, signal-based intervention.

The team is accountable for a large and diverse account base spanning different law types, firm sizes, and workflows. We combine cohort-level insights with high-velocity, personalized engagement to help customers adopt Clio's core platform and AI-powered solutions, avoid churn, and realize value at scale, while partnering closely with Customer Success, Product, Customer Success Operations and Customer Sales.

What you'll work on:

• Proactively engage a large, pooled book of accounts using data-driven, signal-based outreach; prioritizing based on usage patterns, revenue, practice area, adoption gaps, and lifecycle stage
• Execute high-velocity outreach cadences (call, email, SMS) that balance volume with meaningful personalization tailored to firm size, practice area, and workflow
• Lead customer consultations:  Partner with customers to Identify opportunity and offer consultative enablement to deploy firm specific solutions
• Directly impact key Scaled Success KPIs such as reach, engagement rate, activation, adoption, retention and expansion across a large customer cohort, plus various project deliverables
• Re-engage dormant or underutilizing accounts through your understanding of data, product usage data, customer personas, and the value available to Clio customers
• Drive expansion and revenue (lead generation) by uncovering customer multi-product value realization in consultation
• Leverage AI and automation tools to scale personalization and efficiency across a large territory of accounts
• Share feedback with the Product and Customer Success Operations organizations to ensure signal quality and outreach tooling continue to improve
• Work on (where appropriate) customer-driven projects
• In addition to the above, you may also be called upon to service accounts from alternate Scaled Success work streams

What you bring:

• 2+ years in a Scaled Success or Customer Success role
• Experience using data or usage signals to prioritize and personalize outbound outreach
• Comfort operating in a high-volume, high-velocity outreach environment
• Experience driving metrics-based product adoption outcomes
• Experience with sales engagement and data intelligence platforms (e.g. SFDC, Gong, Salesloft, Claude, Looker)

Serious bonus points if you have:

• Experience leveraging AI to optimize self-learning and the optimization of personalization and funnel management
• Experience in legal technology or legal background
• Sales experience / sales methodology & approach to driving value for customers

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 with top-tier health benefits, dental, and vision insurance 
• Hybrid work environment, with expectation for local Clions to be in office minimum twice per week. (Find your Hub)
• Flexible time off policy, with an encouraged 20 days off per year.
• $2000 annual counseling benefit
• RRSP matching and RESP contribution 
• Clioversary recognition program with special acknowledgement at 3, 5, 7, and 10 years​

The base salary range for this role is $59,100 to $79,900 CAD. with on-target earnings (OTE) of $69,600 to $94,000 at 100% attainment. All commission eligible roles have a set base/variable pay mix depending on role, and are eligible for uncapped commissions. Variable compensation is not guaranteed and will depend on individual, team, or company performance. Initial placement within the range is informed by geographic region, experience, and skillset, with room to progress as impact and tenure grow. Final offer amounts will vary based on candidate profile.

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.