Job Description
Customer Success Specialist (12 month FTC)
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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.
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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 Clio's customers across APAC.
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What your team does
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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.
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Who you are
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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.
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If you are motivated to solve complex customer problems through innovation and creativity, have a relentless drive for testing current tactics, and bring laser focus to what needs to get done, then this role may be for you.
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What you'll work on
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Conduct tailored strategy and training sessions to ensure customers successfully adopt Clio's products across segments.
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Identify and drive customers toward their "first value" milestone, ensuring a seamless onboarding experience setting them up for success throughout your ownership window
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Customise the onboarding journey to each firm's specific needs, balancing structure with flexibility.
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Work closely with Sales and other Customer Success teams to ensure smooth transitions from pre-sales to onboarding.
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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.
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Balance multiple onboarding projects, meeting deadlines while ensuring high-quality service.
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Handle inbound requests via phone, email, and chat, ensuring high customer satisfaction (CSAT) and First Call Resolution.
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Expertise in Clio's suite of products across multiple regions and variations, including compliance nuances, advanced workflows, integrations, and best practices
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Diagnose, investigate, and resolve customer challenges, including undocumented or complex issues. Coordinating resolution with our Technical Escalations only when needed.
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Manage escalations effectively, knowing when to eliminate and when to drive solutions independently.
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Provide clear, confident, and empathetic communication tailored to customers' technical expertise levels.
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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
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Identify and proactively share cross-sell opportunities that align with customer needs.
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Capturing feedback on the product for use by our Product team and staying updated on new product releases to champion them within customer conversations
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Contribute to internal documentation, improving team knowledge as well as contributing to the customer facing knowledge centre.
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Assist in mentoring junior team members, sharing expertise through coaching and guidance.
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Drive continuous improvement by identifying inefficiencies and proposing solutions.
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Contributing to and leading personal and group projects to influence the team to grow, improving service delivery, processes, and culture across the department.
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What you may have
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Self-motivation, strong collaboration skills, and a genuine passion for exceeding customer expectations.
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Strong communication and relationship-building skills,



with the ability to navigate organisations and tailor your approach to different technical expertise levels.
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The ability to prioritise, multi-task and perform at your best in ambiguous environments.
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A proactive, solutions-oriented mindset with a drive to reduce churn and support long-term customer success.
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Experience with account planning, onboarding journeys, and managing customer success plans.
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An adaptable, growth-oriented mindset that is open to giving and receiving feedback.
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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.
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What you will find here:
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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.
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Competitive, equitable salary (exclusive of superannuation) with top-tier health benefits
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Hybrid work environment, with expectation for local Clions (Vancouver, Calgary, Toronto, Dublin and Sydney) to be in office min. twice per week.
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Flexible time off policy, with an encouraged 20 days off per year.
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Exclusive of superannuation
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Clioversary recognition program with special acknowledgement at 3, 5, 7, and 10 years
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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.
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We are transforming the legal experience for all by improving the lives of legal professionals while increasing access to justice.
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Summary:
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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 Clio's customers across APAC.
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What your team does
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Our APAC Customer Success team is hyper-focused on enabling our customers

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