Global VP of AI-First Customer Support

Themis Solutions Inc.; Canada; Hybrid; CAD 362,000 - 673,000; Full time

Benefits offered by this job

Hybrid work environment

Total Rewards program

$2000 annual counseling benefit

RRSP matching

Job summary

Clio is seeking a Vice President of Global Customer Support to define and lead the multi-year strategy for support across its core platform and Clio Work, a legal AI assistant. You will own end-to-end service globally, report to the SVP of Customer Success, and partner with Product, R&D, Revenue and the executive team to shape the customer experience.

You will lead a 150+ person global organization across five locations, build a culture of continuous improvement, and drive an AI-first support

Qualifications

• Seasoned CX executive with experience building global service orgs in high-growth B2B SaaS.
• Proven track record deploying AI-based support at scale.
• Experience leading multi-geography teams and managing P&L.

Responsibilities

• Define and execute multi-year global support strategy and AI roadmap.
• Lead a 150+ person global organization across five locations.
• Own AI-first support architecture and vendor relationships.
• Drive growth, retention and commercial contribution through support.

Skills

Executive leadership

Global management

AI-enabled support

Budget ownership

SaaS operations

Cross-functional collaboration

Tools

Maven AI

Decagon

Sierra

Intercom Fin

Job description

Clio is seeking a Vice President of Global Customer Support to define and lead the multi-year strategy for support across its core platform and Clio Work, a legal AI assistant. You will own end-to-end service globally, report to the SVP of Customer Success, and partner with Product, R&D, Revenue and the executive team to shape the customer experience.

You will lead a 150+ person global organization across five locations, build a culture of continuous improvement, and drive an AI-first support