Customer Success Team Lead — Growth & Leadership

Clio; Calgary; Hybrid; CAD 100,000 - 150,000; Full time

Benefits offered by this job

Health benefits

Dental insurance

Vision insurance

Hybrid work environment

Flexible time off

Counseling benefit

RRSP matching

RESP contribution

Clioversary program

Job summary

Clio is hiring a Team Lead of Customer Success Management to lead a global CS team. You will mentor North America-based managers, drive data-driven improvements, and advance customer outcomes across mid-market and enterprise portfolios.

The role emphasizes collaboration with Sales, Product and Marketing to optimize the customer journey and retention. The position offers a hybrid work model and a competitive Total Rewards program, including strong health benefits, flexible time off, and

Qualifications

• 4+ years in B2B software within Customer Success Management.
• 2+ years of leadership experience in a Team Lead/CSM role.
• Experience with business reviews, QBRs, scorecards, and BI tools.
• Experience with CS systems (Salesforce.com, Gainsight, ChurnZero, etc.).
• Experience growing and scaling Customer Success teams.

Responsibilities

• Provide coaching and mentorship to the North America-based team.
• Design and drive initiatives to enhance customer satisfaction using data insights.
• Oversee lifecycle stages ensuring consistency and impact.
• Analyze reporting to inform team strategies and KPI attainment.
• Monitor customer health metrics and identify at‑risk accounts.
• Support escalations and root-cause analysis with cross-functional partners.
• Develop scalable processes and playbooks for CS activities.
• Collaborate with Sales, Marketing, Product and other teams.
• Advocate for customer needs and influence product decisions.
• Work with operations to deploy and adopt tools and drive performance.

Skills

Customer Success

Leadership

Data analysis

Performance management

Cross-functional

Relationship building

Problem solving

Communication

Tools

Salesforce

Gainsight

ChurnZero

Job description

Clio is hiring a Team Lead of Customer Success Management to lead a global CS team. You will mentor North America-based managers, drive data-driven improvements, and advance customer outcomes across mid-market and enterprise portfolios.

The role emphasizes collaboration with Sales, Product and Marketing to optimize the customer journey and retention. The position offers a hybrid work model and a competitive Total Rewards program, including strong health benefits, flexible time off, and