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About the Role

Lead world-class Customer Success across Clio's international markets, owning the end-to-end CS experience for the core practice management platform and Clio Work, our intelligent Legal AI assistant. Build a team focused on high-value customer relationships, AI-powered success plays, and multi-region operations to drive growth in international markets.

Responsibilities

• Scale Customer Success to become the Legal AI Leader.
• Own the International CS strategy and operating model, spanning CSMs, Account Management, Renewals, and Digital Success, in partnership with Onboarding & Customer Support.
• Scale the team from 25+ to a regionally distributed, high-performing organization serving customers across EMEA and beyond.
• Drive Clio Work adoption across international markets, creating AI-era playbooks for customer success in legal tech.
• Drive Clio’s growth by expanding NRR, leveraging every touchpoint across the international book.
• Serve as the escalation executive for critical customer and product incidents.
• Partner closely with the Global CS leadership team and cross-functional stakeholders to drive global GTM strategy, customer-informed product input, and a seamless globally consistent experience.
• Lead the international CS Monthly Business Review (MBR) and OKR process.
• Maintain clear performance visibility to senior stakeholders and represent international CS in global operating rhythms.
• Lead, develop, and inspire a 25+ person team, fostering a culture of continuous improvement, operational excellence, and a customer-obsessed mindset.
• Be an engaged member of the International Leadership Team, serving as both culture driver and creator across regions.
• Recruit top-tier talent with a lens on AI-native and AI-fluent CS professionals.
• Exemplify Clio values and foster a high-performance, inclusive culture across a multi-national team.
• Design and own the strategy to evolve international CS into an AI-first model.
• Build and mature three distinct CS motions: high-touch CSM for key accounts, Scaled CS for SMB, and Digital CS for all segments.
• Drive PLG-integrated success motions that reduce friction at critical conversion and adoption moments.
• Turn CS signal into roadmap input by building a robust customer feedback loop with Product and Engineering.
• Set and own critical CS KPIs: NRR, GRR, expansion revenue, CSAT, and AI-driven efficiency metrics.
• Lead forecasting, budgeting, and workforce planning across traditional and AI-augmented workflows.
• Build and scale CS systems architecture across Claude, Salesforce, ChurnZero/Gainsight, Knowledge Base, and AI CS tooling.
• Manage budget with a clear ROI mindset, building the business case for team investments and AI tooling.

Requirements

• 8+ years in Customer Success, with at least 4+ years in senior people management roles in high-growth B2B SaaS environments.
• Demonstrated track record building and scaling international or global CS organizations of 20+ across multiple functions and geographies.
• Direct ownership of key CS metrics: NRR, GRR, expansion revenue, CSAT, and time-to-value.
• Experience building and executing multiple CS motions simultaneously (high-touch, scaled, and digital/tech-touch).
• Strong command of CS operations metrics with a bias toward outcome-driven, AI-augmented efficiency.
• Experience supporting complex, multi-product SaaS environments with distinct customer personas and technical depth requirements.
• AI fluency in practice — actively use enterprise AI tools, can evaluate AI tooling for CS workflows, and are energized by building AI-first operating models.
• Experience in legal tech, professional services SaaS, or other high-trust, regulated verticals.
• Hands-on experience deploying AI in CS workflows — auto-summaries, churn prediction, AI-assisted QBRs, digital success plays.
• Track record building feedback loops between CS signal and product roadmap.
• Experience navigating multi-national operations across varying regulatory, cultural, and market environments.
• Background in hypergrowth environments where the business doubles while headcount grows far more slowly.
• Experience with PLG (Product-Led Growth) success models.
• An operator who thinks in systems.
• Energized by ambiguity and building new things.
• Genuinely excited about AI.
• A communicator who can translate complex operational and AI concepts for executive audiences and frontline teams alike.
• A genuine global collaborator.
• A culture carrier who creates environments where high performers thrive and everyone has a clear path to growth.

Skills

• Customer Success
• People Management
• B2B SaaS
• International CS
• Global CS
• NRR
• GRR
• Expansion Revenue
• CSAT
• Time-to-Value
• CS Operations
• AI-augmented efficiency
• Multi-product SaaS
• AI fluency
• Legal tech
• Professional services SaaS
• AI deployment in CS workflows
• Product roadmap influence
• Multi-national operations
• Hypergrowth environments
• PLG
• Systems thinking
• AI
• Communication
• Global collaboration
• Culture building

Location

• Vancouver
• Calgary
• Toronto
• Dublin
• Manchester
• Sydney
• Barcelona
• Bogotá

Work Type

• Hybrid

Experience Level

• 8+ years in Customer Success
• 4+ years in senior people management

Salary/Compensations

• €124,400 to €155,500 to €186,600 EUR (base salary)
• €24,900 to €31,100 to €37,300 EUR (commission range, uncapped)

Benefits

• Competitive, equitable salary
• Top-tier health benefits
• Dental coverage
• Flexible time off policy
• Pension contribution
• Clioversary recognition program
• Accessibility accommodations

About the Company

• 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.
• Clio is on a mission to transform the legal experience for all.
• Clio is the global leader in legal AI, building the platform that powers the future of legal work.
• With the scale, ambition, and data to redefine how the legal industry operates, we are advancing a comprehensive strategy that spans the full lifecycle of legal work—from knowledge and insight to execution and outcomes.
• At the center of this vision is the Intelligent Legal Work Platform, the legal industry’s first System of Action.
• By combining Clio’s core product suite with Clio Work and AI-native capabilities, the platform turns information into insight and insight into action.
• As we expand into the enterprise, Clio for Enterprise extends this foundation to support the complexity, scale, and operational rigor of global organizations through solutions like Clio Operate and Vincent by Clio.
• Backed by industry-leading data and intelligence, Clio is building the infrastructure that enables legal teams to operate with greater speed, confidence, and impact.
• Clio’s leadership and momentum have been recognized globally.
• In 2022, we achieved Centaur status, a milestone reached by fewer than 200 private SaaS companies worldwide.
• We are a proud honoree of the Forbes Cloud 100 and Fortune’s Future 50, have been named Innovator of the Year, and are a Platinum Club member of Canada’s Best Managed Companies.
• We are consistently recognized as one of Canada’s Top 100 Employers and a Top Employer for Young People, with our international offices also earning placements on Great Place to Work’s Best Workplaces lists.
• Headquartered in Vancouver, Canada, Clio has grown to more than 2,000 employees across offices in Toronto, Calgary, Dublin, Manchester, Sydney, Barcelona, and Bogotá—bringing together diverse perspectives to solve one of the world’s most complex and impactful professional challenges.
• Join Clio and help define the future of legal work through AI.
• We're a Human and High Performing AI company, meaning we use artificial intelligence to improve all of our operations.

Equal Opportunity

• 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.