Themis Solutions Inc.

Summary: 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 currently seeking a Customer Success Manager, EMEA to join our growing Customer Success team. This role will be based in the Greater London area on a remote basis, with a requirement for regular travel to meet customers in the UK and occasional international travel for team events. What you'll work on: Developing and managing value-based relationships with a portfolio of Clio's highest-value accounts while maintaining net positive retention. Maintaining high levels of customer engagement and satisfaction with a focus on customer adoption and workflow optimization to drive strong renewal and upsell targets. Partnering with our customers to deliver an exceptional customer experience and support predictable growth for our business by acting as a trusted business partner. Understanding firm needs, tech stack and how our solutions not only fit in but enhance our customers' ecosystem for a better client experience. Managing an effective feedback loop for customer needs through cross functional interactions with Product, Sales and Onboarding teams. Delivering regular Business Reviews to demonstrate value and ROI to the customer base. Managing and de escalating customer escalations and working with connective teams to resolve issues. Developing Customer Success assets, working collaboratively with Product Development, Product Marketing, and Sales teams to establish and refine customer materials and solutions. Providing in-depth and thorough product demonstrations to drive additional growth opportunities. Supporting your portfolio base in value add conversations and activating Clio Payments. Partnering with Sales leaders (Account Executives, Sales Engineering) to assist in closing new customers-including developing customized Clio implementation solutions. Cultivating a pool of advocates to support Sales prospects and grow our referral base. Collaborating with Customer Marketing on advocacy initiatives and surprise and delight experiences for our customers. Being data driven: driving adoption and retention, working with Net Promoter Score and customer health metrics to prioritize focus and influence a better customer experience to expand our advocate base. What you may have: Self motivation, collaboration skills, and passion for exceeding customer expectations Strong communication and relationship leadership skills, with the ability to effectively navigate organizations and champion joint partnerships Ability to prioritize, multi task, and perform optimally in ambiguous environments Proactive customer management and sales instincts with a drive to promote revenue and growth Highly effective at leading and facilitating executive meetings and workshops Experience with account planning, managing and executing customer success plans Adaptable and growth oriented mindset open to feedback both delivering and receiving Demonstrate a keen interest in improving your craft by using AI 3+ years of customer facing experience in a B2B/Enterprise SaaS environment as a Customer Success Manager, Account Executive/Manager, Sales Engineer Serious bonus points if you have: Experience with Salesforce or other SaaS tools Proven track record of portfolio management and understanding of Customer Success Experience working with API driven applications Proven track record in a dynamic startup 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 with top tier health benefits, dental, and vision insurance Hybrid work environment, with expectation for local Clions to be in office minimum 2 days per week on our Anchor Days. 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 expected salary range for this role is £50,200 to £67,800 GBP. Salary bands vary by region and experience. For experienced individuals we typically hire at or near the midpoint of the band, with higher pay for sustained high performance. Diversity, Inclusion, Belonging and Equity (DIBE) & Accessibility Our team shows up as their authentic selves and is united by our mission. We are dedicated to diversity, equity, and inclusion and we pride ourselves in building an environment where all employees feel included, valued, and enabled to do their best work, wherever they choose to log in from. We are committed to equal employment and encourage candidates from all backgrounds to apply. Clio provides accessibility accommodations during the recruitment process. If you require any accommodation, please let us know and we will work with you to meet your needs. Learn more about our culture at Disclaimer: We only communicate with candidates through email addresses.

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. ShareDo, recently acquired by Clio, is a cutting edge adaptive work management platform that empowers large law firms to develop tailored solutions for managing their work processes through the cloud. With our platform, firms can easily build a CMS that works for each legal department's unique needs, allowing them to manage more cases with the same resources, improve profitability, and deliver a market leading client experience. Who you are You are a highly organised and engaging communicator who is passionate about technology and eager to understand both our product and the industries our clients operate in. With a strong focus on relationship building, you have experience guiding clients at all levels, helping them achieve their goals while identifying opportunities to improve their experience and outcomes. You excel working with cross functional teams, and have a relentless drive for trying and testing new tactics. Your insight helps spot risks, address training gaps, and contribute to the continuous improvement of our service. What you'll work on Building and maintaining client relationships: serving as the primary point of contact, developing long term, trusted relationships by understanding client goals at both strategic and operational levels. Leading onboarding and implementation: supporting new clients through a smooth onboarding process by delivering training, resources, and ongoing assistance in collaboration with the professional services team. Providing expert guidance: acting as a knowledgeable and trusted advisor, offering insights into the product, industry trends, and client specific needs to ensure alignment and value delivery. Engaging proactively: reaching out regularly to offer best practices, check on progress, and provide support, ensuring clients maximise the platform's capabilities. Analyzing data and reporting insights: tracking client behaviour and usage patterns to deliver data driven recommendations that enhance adoption and business results. Advocating for the customer: representing the customer's voice across teams, communicating feedback, feature requests, and concerns to drive improvements in products and services. Driving renewals and expansion: ensuring client satisfaction and outcomes that support contract renewals while identifying and nurturing opportunities to expand usage or upsell features. Developing educational resources: creating and sharing materials such as guides, webinars, and workshops to help clients deepen their understanding and use of the platform. What you bring Transparent passion and enthusiasm for your work Excellent written and verbal communication skills Proven stakeholder management and relationship building skills Proactive problem solver with a customer centric mindset and consultative approach Technical aptitude and ability to quickly learn and understand complex software solutions A self starter who pays attention to detail and has a passion for continuous learning - never afraid to ask questions and always happy to answer them Ability to methodically manage customer interactions and actions in a structured and organised manner Gravitas and ability to absorb knowledge that will make the voice heard and valued both internally and externally Experience in implementing processes and procedures Demonstrated keen interest in improving your craft by using AI Serious bonus points if you have Proven experience in pre sales, post sales, consultancy, or similar customer facing roles in a SaaS environment Experience in the legal or insurance sector Experience working in case management 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. Competitive, equitable salary Flexible hybrid work environment 25 days holiday + bank holidays Private healthcare with life insurance & critical illness cover Pension contribution Professional development and growth options Clioversary recognition programme with special acknowledgement at 3, 5, 7, and 10 years The expected salary range for this role is £50,200 to £67,800 GBP. Salary bands vary by region and by experience; the final offer will depend on geography, applicable experience, and skill set. Diversity, Inclusion, Belonging, and Equity (DIBE) & Accessibility We are committed to equal employment and encourage candidates from all backgrounds to apply. Our team shows up as their authentic selves and works in an environment where everyone is included, valued, and enabled to do their best work. We provide accessibility accommodations during the recruitment process; please let us know if you require any accommodation. Learn more about our culture at We only communicate with candidates through email addresses.