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About the Role

Clio is seeking a Team Lead of Customer Success Management to provide leadership, mentorship, and assistance to the global Customer Success Managers. This role is responsible for retaining Mid-Market customers, driving product adoption, and growing revenue throughout the customer lifecycle. The ideal candidate has an entrepreneurial spirit with strong experience in B2B customer success management and leadership.

Responsibilities

Provide coaching and mentorship to the North America-based team, fostering a culture of accountability, innovation, continuous improvement, and high performance.
Design and drive initiatives to enhance customer satisfaction, leveraging data insights to identify opportunities for process improvements.
Oversee the execution of critical lifecycle stages, ensuring consistency and high impact.
Oversee a diverse portfolio, conducting detailed reporting and analysis to inform team strategies that support KPI attainment.
Regularly monitor and report on customer health metrics, proactively identifying at-risk accounts and potential expansion opportunities.
Support customer escalations and act as the first line of leadership investigation to identify root cause and solutions.
Develop scalable, repeatable processes and playbooks that address team and customer needs.
Partner closely with Sales, Marketing, Product, and other key teams to ensure alignment with strategic initiatives.
Act as the advocate for customer needs and insights within the organization, influencing product development and strategic decisions.
Collaborate with operations and technology teams to ensure the effective deployment and adoption of tools.

Requirements

4+ years of previous experience in B2B software within Customer Success Management.
2+ years of previous leadership experience in a Team Lead, CSM role.
Experience with business reviews, QBRs, scorecards, performance reviews, project management and BI tools.
Strong sense of self-awareness and accountability.
Experience in owning customer escalations and outcomes.
Experience with CS systems (Salesforce.com, Gainsight, ChurnZero etc.).
Experience growing and scaling Customer Success teams.

Skills

Customer Success Management
Leadership
B2B
SaaS
Performance Management
Data Analysis
Process Creation
Customer Journey Management
Interpersonal Skills
Problem Solving

Location

Vancouver
Calgary
Toronto
Dublin
Sydney

Work Type

Hybrid

Experience Level

Team Lead
2+ years leadership experience

Salary/Compensations

Base salary range: $100,000 to $150,000 CAD
On-target earnings (OTE): $117,700 to $176,500 at 100% attainment

Benefits

Competitive, equitable salary
Top-tier health benefits, dental, and vision insurance
Hybrid work environment
Flexible time off policy (encouraged 20 days off per year)
$2000 annual counseling benefit
RRSP matching
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 an innovative, culture-focused Canadian based SaaS solution.

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.