Team Lead, Customer Success Management

We are currently seeking a Team Lead, Customer Success Management to join our Customer Success Management team in Vancouver or Calgary.

What your team does:

Our Customer Success Management team ensures Clio's highest value customers achieve their desired outcomes and maximize value from our products and services. They focus on building strong relationships, driving product adoption, and ensuring retention and growth by proactively addressing customer needs and challenges. Through strategic guidance and collaboration, they help customers succeed while fostering long-term partnerships that align with Clio's business goals.

Who you are:

You will lead Clio's global Customer Success Management team, supporting the retention and growth of our Mid-Market customer portfolio. You are a hands-on leader who thrives in collaborating with team members and stakeholders to ensure the success of customer onboarding, adoption, and expansion efforts. You'll play a critical role in building scalable processes, coaching team members, and delivering an exceptional customer experience that drives retention and revenue growth.

We are looking for a leader with a proven track record in B2B customer success management and performance coaching, preferably in SaaS and high-growth environments. You are passionate about driving results and building a supportive, accountable culture that empowers your team. You are data-driven, process-oriented, and skilled at turning insights into strategic actions that enhance the customer journey. With a solution-oriented mindset, you excel at problem-solving and navigating complex challenges. You're ready to build, improve, and lead a customer success function as if it were your own business.

What you'll work on:

• Provide coaching and mentorship to the North America-based team, with an eye toward expansion in EMEA. Foster 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.

What you bring:

• 4+ years of previous experience in a B2B software within Customer Success Management.
• 1+ 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.

What you will find here:

Compensation is one of the main components of Clio's Total Rewards Program. We have developed a series of programs and processes to ensure we are creating fair and competitive pay practices that form the foundation of our human and high-performing culture.

Some highlights of our Total Rewards program include:

• Competitive, equitable salary with top-tier health benefits, dental, and vision insurance.
• Hybrid work environment, with expectation for local Clions (Vancouver, Calgary, Toronto, and Dublin) to be in office minimum 2 days per week on our Anchor Days.
• Flexible time off policy, with an encouraged 20 days off per year.
• RRSP matching and RESP contribution.
• Clioversary recognition program with special acknowledgement at 3, 5, 7, and 10 years.

Clio is more than just a tech company - we are a global leader that is transforming the legal experience for all by bettering the lives of legal professionals while increasing access to justice.

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.

Learn more about our culture at clio.com/careers.