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About the Role

Clio is seeking a Vice President of Global Customer Support to define and lead the multi-year strategy for how Clio serves its customers worldwide. This executive mandate involves reimagining support by leveraging AI to handle routine inquiries, allowing human experts to focus on complex, high-value interactions. The role owns the end-to-end support experience, the global support P&L, and aims to establish support as a durable growth engine and competitive differentiator.

Responsibilities

Define and execute the multi-year global support strategy, including operating model, service architecture, geographic footprint, and AI roadmap.
Own the P&L for global support, balancing cost to serve, service quality, and growth contribution.
Align with the C-suite on company-wide priorities and represent the voice of the customer.
Set the standard for world-class service at Clio and hold the company accountable.
Lead, develop, and inspire a 150+ person global organization across five locations.
Recruit and develop top-tier leadership talent with a focus on AI-native and AI-fluent professionals.
Build a culture of continuous improvement, psychological safety, and AI curiosity.
Design career architecture, competency frameworks, and enablement systems for a changing support organization.
Own the strategy and execution to evolve support into an AI-first model.
Evaluate, select, and drive enterprise adoption of AI support platforms.
Deploy intelligent AI voice and chat agents capable of handling complex workflows.
Build AI-assisted agent tooling to improve time to resolution and first-contact resolution.
Establish and own accuracy, compliance, and quality standards for AI-delivered support.
Own support's contribution to retention and expansion, including identifying and converting CSLQs.
Build PLG-integrated support motions to reduce friction at critical conversion and adoption moments.
Partner with Revenue, Marketing, and Post Sales to make support a measurable input to net revenue retention.
Own the end-to-end support lifecycle for Clio's core practice management platform and Clio Work.
Build differentiated support models tuned to each product's complexity, customer segment, and AI-sensitivity.
Design specialized routing and escalation frameworks for complex customer questions.
Manage multi-channel environments with consistent service levels.
Partner with Product, Engineering, and R&D to build a rigorous product feedback loop.
Build proactive partnerships across Post Sales to deliver a seamless customer experience.
Serve as the escalation executive for critical customer and product incidents.
Set and own the support KPI framework, including AI-era metrics.
Own the Support Systems architecture across CRM, CCaaS, knowledge management, and AI support tooling.
Lead Workforce Management to forecast demand and enable intelligent staffing decisions.
Establish the operating cadence, data infrastructure, and reporting for support performance.
Serve as the executive face of Clio's support organization externally.
Build Clio's reputation as a reference case for AI-first support in a high-trust vertical.

Requirements

12+ years in customer support, service, or CX leadership.
5+ years managing managers in high-growth B2B SaaS environments.
Proven experience leading global support or CX organizations of 150+ people across multiple geographies.
Full budget or P&L ownership.
Demonstrated track record deploying AI support technologies at scale.
Direct, hands-on experience with modern AI support platforms such as Maven AI, Decagon, Sierra, Intercom Fin, or equivalent, including vendor selection and enterprise rollout.
Deep understanding of AI agent architecture: escalation logic, confidence thresholds, knowledge base curation, and human-in-the-loop workflow design.
Strong command of support operations and SaaS metrics, with a bias toward outcome-driven, AI-augmented efficiency.
Analytical rigor to defend the model to a board.
Experience supporting complex, multi-product SaaS environments with distinct customer personas and varying technical depth requirements.
Experience in hypergrowth environments where the business doubles while headcount grows far more slowly.
Experience in legal tech, professional services SaaS, or another high-trust, regulated vertical where content accuracy and compliance carry real stakes.
A track record of building feedback loops between support signal and product roadmap.
Exceptional executive presence and communication.
Ability to influence at every level and present to the C-suite and board.
A 'Draw the Owl' mindset — comfort with ambiguity, a bias toward action, and the drive to build the structures, processes, and playbooks where the path isn't yet defined.
Genuine passion for transforming legal work through AI.
Clear point of view on how service will evolve over the next decade.

Skills

AI Support Agents: Maven AI, Decagon, Sierra, Intercom Fin, and equivalents
AI Enterprise Platform: Claude
CRM & CCaaS: Salesforce Service Cloud, Talkdesk
Analytics & WFM: Looker, Playvox
Knowledge Management: Zendesk and equivalents

Location

Vancouver
Calgary
Toronto
Dublin
Sydney

Work Type

Hybrid

Experience Level

12+ years in customer support, service, or CX leadership
5+ years managing managers

Salary/Compensations

$261,200 to $485,000 (OTE)

Benefits

Competitive, equitable salary
Top-tier health benefits, dental, and vision insurance
Hybrid work environment
Flexible time off policy, with an encouraged 20 days off per year
$2000 annual counseling benefit
RRSP matching and RESP contribution
Clioversary recognition program

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 the global leader in legal AI, trusted by hundreds of thousands of legal professionals across 130+ countries and having surpassed $500M ARR in 2026.
We are 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 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.