SaaS Customer Success Team Lead — Growth & Strategy

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

Benefits offered by this job

Health benefits

Dental and vision insurance

Hybrid work environment

Flexible time off

Counseling benefit

RRSP matching

RESP contribution

Clioversary program

Job summary

Clio is seeking a Customer Success Team Lead to mentor a global team and drive high performance across the customer journey. Reporting to the Director of Customer Success Management, you will lead initiatives to improve adoption, retention, and expansion for Mid-Market and Enterprise customers.

The role emphasizes coaching, data-driven decision making, and cross-functional collaboration with Sales, Product, and Marketing.

Qualifications

• 4+ years in B2B software CS management.
• 2+ years in Team Lead/CSM leadership.
• Experience with QBRs, scorecards, and BI tools.
• Proven ability to scale CS teams and manage escalations.

Responsibilities

• Coach NA-based CS team to drive accountability and high performance.
• Design initiatives to improve customer satisfaction via data insights.
• Oversee lifecycle stages ensuring consistent high impact.
• Analyze reporting to inform strategy and KPI attainment.
• Manage customer health metrics and identify at-risk accounts.
• Collaborate with Sales, Product, Marketing for alignment.

Skills

B2B SaaS CS

Leadership

Data analysis

CS strategy

Tools

Salesforce

Gainsight

ChurnZero

BI tools

Job description

Clio is seeking a Customer Success Team Lead to mentor a global team and drive high performance across the customer journey. Reporting to the Director of Customer Success Management, you will lead initiatives to improve adoption, retention, and expansion for Mid-Market and Enterprise customers.

The role emphasizes coaching, data-driven decision making, and cross-functional collaboration with Sales, Product, and Marketing.