Team Lead, Customer Success Management

Themis Solutions Inc.; Toronto; Híbrido; CAD 100.000 - 150.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Hybrid work environment

20 days off per year

Counseling benefit

Descripción de la vacante

Clio is hiring a Team Lead of Customer Success Management to guide a growing team across North America. You will mentor CS managers, shape processes, and drive retention and revenue through data-driven decisions.

Ideal candidates will have 5+ years in B2B SaaS CS, 2+ years in leadership, and a track record of scaling teams while maintaining customer-centric metrics and cross-functional alignment.

Formación

• 5+ years in B2B software customer success management.
• 2+ years in a Team Lead / CSM leadership role.
• Experience with business reviews, QBRs, scorecards and BI tools.
• Proven ability to coach, develop and drive accountability.
• Experience scaling customer success teams.

Responsabilidades

• Coach and mentor a North America-based CS team, driving accountability and performance.
• Design initiatives to improve customer satisfaction using data insights.
• Oversee lifecycle stages to ensure consistent, high-impact outcomes.
• Analyze customer behavior data to inform team strategies and KPIs.
• Collaborate with Sales, Marketing, Product and Ops to align on goals.

Conocimientos

Customer success

Leadership

Data-driven

B2B SaaS

KPI management

Herramientas

Salesforce.com

Gainsight

ChurnZero

Descripción del empleo

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.

Summary

Clio is an innovative, culture-focused Canadian based SaaS solution seeking to make a key hire within our Customer Success department - Team Lead of Customer Success Management. Reporting to the Director of Customer Success Management, you will provide leadership, mentorship and assistance to day-to-day operations of Clio’s growing team of global Customer Success Managers. This department is responsible for retaining a portfolio of Clio’s Mid-Market customers, driving product adoption and growing revenue across a customer’s lifetime with Clio. We are seeking someone with an entrepreneurial spirit that has strong previous experience in both B2B customer success management and leadership.

Key Qualities and Qualifications

• Contagious passion for Customer Success, this individual brings a proven track record of managing SMB and enterprise portfolios in a SaaS environment and worked in start up and hypergrowth environments.
• Strong performance management who can coach and develop team members with empathy and curiosity, creating a positive, supportive culture while driving accountability against KPIs and team deliverables.
• Excels in guiding the customer journey through a data-driven approach, leveraging systems to enhance customer experience.
• Skilled in data analysis and process creation, able to translate insights into strategic decisions, prioritize effectively, and drive continuous improvement.
• A top performer with a history of building efficiencies, enhancing customer experiences, and holding their team accountable to clear, results-focused metrics.
• Experienced in handling diverse customer portfolios and touch models, adapting strategies to meet varied client needs.
• Solution-focused and resilient, thriving on the opportunity to tackle tough challenges with creativity and agility.
• Articulates technical specifications and product value propositions with clarity and impact, both verbally and in writing.
• Motivated, detail-oriented, confident, and competitive, with a drive for excellence and high achievement.
• A relationship builder with exceptional interpersonal skills, inspiring high performance and loyalty from those around them.
• A solution-focused problem solver who thrives finding solutions to tough challenges.

Responsibilities

• Provide coaching and mentorship to the North America-based team, fostering a culture of accountability, innovation, continuous improvement, and high performance, ensuring consistent development and effective performance management across all team members.
• Design and drive initiatives to enhance customer satisfaction, leveraging data insights to identify opportunities for process improvements that optimize the customer journey.
• Oversee the execution of critical lifecycle stages ensuring consistency and high impact at every point in the customer journey.
• Oversee a diverse portfolio, conducting detailed reporting and analysis to drive insights into customer behavior, needs, and trends.
• Use these insights to inform team strategies that support KPI attainment, including net retention, customer adoption, and growth.
• Regularly monitor and report on customer health metrics, proactively identifying at-risk accounts and potential expansion opportunities to support the Director in managing funnel visibility and strategic decision-making.
• Support customer escalations and act as the first line of leadership investigation to identify root cause, solutions, and partner with cross-functional stakeholders to drive closure and success.
• Develop scalable, repeatable processes and playbooks that address team and customer needs, supporting efficient and consistent execution of customer success activities across all stages of the customer lifecycle.
• Partner closely with Sales, Marketing, Product, and other key teams to ensure alignment with strategic initiatives and organizational goals.
• Act as the advocate for customer needs and insights within the organization, influencing product development and strategic decisions that drive customer success.
• Collaborate with operations and technology teams to ensure the effective deployment and adoption of tools and drive performance management.

Qualifications

• 4+ years of previous experience in a 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

Compensation

Competitive, equitable salary with top-tier health benefits, dental, and vision insurance

• Hybrid work environment, with expectation for local Clions (Vancouver, Calgary, Toronto, Dublin and Sydney) to be in office minimum twice per week.
• Flexible time off policy, with an encouraged 20 days off per year.
• $2000 annual counseling benefit
• RRSP matching and RESP contribution
• Clioversary recognition program with special acknowledgement at 3, 5, 7, and 10 years
• The base salary range for this role is $100,000 to $150,000 CAD. with on-target earnings (OTE) of $117,700 to $176,500 at 100% attainment.
• All commission eligible roles have a set base/variable pay mix depending on role, and are eligible for uncapped commissions.
• Variable compensation is not guaranteed and will depend on individual, team, or company performance.
• Initial placement within the range is informed by geographic region, experience, and skillset, with room to progress as impact and tenure grow.
• Final offer amounts will vary based on candidate profile.

Diversity, Inclusion, Belonging and Equity (DIBE) & Accessibility

Our team shows up as their authentic selves, and are united by our mission. We are dedicated to diversity, equity and inclusion. We pride ourselves in building and fostering an environment where our teams feel included, valued, and enabled to do the best work of their careers, wherever they choose to log in from. 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. Should you require any accommodation, please let us know and we will work with you to meet your needs.

About Clio

Clio is on a mission to transform the legal experience for all. Clio is the global leader in legal AI, building the platform that powers the future of legal work. With the scale, data, and ambition to redefine how the legal industry operates, we are advancing a comprehensive strategy that spans the full lifecycle of legal work—from knowledge and insight to execution and outcomes. At the center of this vision is the Intelligent Legal Work Platform, the legal industry’s first System of Action. By combining Clio’s core product suite with Clio Work and AI-native capabilities, the platform turns information into insight and insight into action. As we expand into the enterprise, Clio for Enterprise extends this foundation to support the complexity, scale, and operational rigor of global organizations through solutions like Clio Operate and Vincent by Clio. Backed by industry-leading data and intelligence, Clio is building the infrastructure that enables legal teams to operate with greater speed, confidence, and impact. Clio’s leadership and momentum have been recognized globally. In 2022, we achieved Centaur status, a milestone reached by fewer than 200 private SaaS companies worldwide. We are a proud honoree of the Forbes Cloud 100 and Fortune’s Future 50, have been named Innovator of the Year, and are a Platinum Club member of Canada’s Best Managed Companies. We are consistently recognized as one of Canada’s Top 100 Employers and a Top Employer for Young People, with our international offices also earning placements on Great Place to Work’s Best Workplaces lists. Headquartered in Vancouver, Canada, Clio has grown to more than 2,000 employees across offices in Toronto, Calgary, Dublin, Manchester, Sydney, Barcelona, and Bogotá—bringing together diverse perspectives to solve one of the world’s most complex and impactful professional challenges. Join Clio and help define the future of legal work through AI. Learn more at clio.com/careers.