VP, Global Customer Support

Clio; Vancouver; On-site; CAD 180,000 - 240,000; Full time

Job summary

Clio, the global leader in legal AI technology, is seeking a Vice President of Global Customer Support to define and lead the multi-year strategy for serving customers worldwide. You will own the end-to-end support across Clio’s platform and Clio Work, guiding a 150+ person global organization across five locations and a portfolio of AI agents operating alongside them.

This executive role focuses on an AI-first support model that elevates complex, high-value interactions, balancing cost to serve

Qualifications

• 12+ years in customer support, service, or CX leadership.
• Experience leading global, 150+ person organizations with budget ownership.
• Proven track record deploying AI-enabled support at scale.
• Hands-on experience with AI platforms (Maven AI, Decagon, Sierra, Intercom Fin).
• Executive presence and ability to defend models to a board.

Responsibilities

• Set Vision & Multi-Year Strategy for global support, including operating model and AI roadmap.
• Own P&L for global support and defend trade-offs at exec/board level.
• Align with the C-suite on priorities and voice of the customer.
• Set the standard for world-class service and accountability across the company.
• Lead a 150+ person global organization across five locations.
• Design career architecture, competency frameworks, and enablement systems.
• Own AI-first support architecture and vendor relationships.
• Build AI-assisted tooling to improve time to resolution and CSAT.
• Collaborate with Product, Engineering, and R&D to influence roadmaps.

Skills

Executive leadership

Global team leadership

P&L ownership

AI in support

Stakeholder management

Strategic thinking

Change management

Tools

Maven AI

Decagon

Sierra

Intercom Fin

Job description

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 the global leader in legal AI, trusted by hundreds of thousands of legal professionals across 130+ countries and having surpassed $500M ARR in 2026. As legal work is rebuilt around AI, the expectations customers hold for service are being rebuilt with it — and this role sits at the center of that shift.

We are seeking a Vice President of Global Customer Support to define and lead the multi-year strategy for how Clio serves its customers worldwide. You will own the end-to-end support experience across Clio’s core practice management platform and Clio Work, our intelligent Legal AI assistant, leading a 150+ person global organization across five locations and a portfolio of AI agents operating alongside them.

This is an executive mandate to reimagine support, not optimize it. You will build a model where every Clion is focused on the complex, high-value interactions that require real expertise, judgment, and relationship depth — while AI agents handle the rest at scale. You’ll own the P&L for global support, set the operating standard for service quality across the company, and establish support as a durable growth engine and competitive differentiator rather than a cost center.

You will report to the SVP, Customer Success, sit on the CX leadership team, and partner directly with Product, R&D, Revenue, and the executive team on the decisions that shape the customer experience. You’ll present results and strategy to the C-suite and the board.

Who you are:

You are a seasoned support or CX executive who has built and scaled global service organizations in high-growth B2B SaaS — and who has genuinely operationalized AI, not just piloted it. You’ve led leaders across multiple geographies, owned a substantial budget with real ROI accountability, and navigated the tension between service quality, cost to serve, and growth without treating any of the three as negotiable.

You think in systems and see the whole board, not just the next move. You are energized by ambiguity and by building things that don’t yet exist. You have informed opinions about where AI support technology is heading and you follow the space closely. You can translate complex AI and operational concepts credibly for a board audience and for a frontline agent in the same day, and you create environments where high performers thrive and everyone has a clear path to growth.

What you’ll work on:

Set Vision & Multi-Year Strategy

• Define and execute the multi-year global support strategy, including the operating model, service architecture, geographic footprint, and AI roadmap.

• Own the P&L for global support, making deliberate trade-offs between cost to serve, service quality, and growth contribution — and defending them at the executive and board level.

• Align with the C-suite on company-wide priorities, representing the voice of the customer at the highest level of the organization.

• Set the standard for what world-class service means at Clio and hold the broader company accountable to it.

Build & Scale the Global Support Organization

• Lead, develop, and inspire a 150+ person global organization across five locations, building a bench of support leaders capable of scaling well beyond current size.

• Recruit and develop top‑tier leadership talent with a specific lens on AI‑native and AI‑fluent professionals who are excited about redefining their roles alongside technology.

• Build a culture of continuous improvement, psychological safety, and AI curiosity — and lead the organization through significant role and workflow change with credibility and care.

• Design the career architecture, competency frameworks, and enablement systems required for a support organization whose work is fundamentally changing.

Own the AI-First Support Architecture

• Own the strategy and execution to evolve support into an AI‑first model — elevating Clions to the complex, high-judgment work while AI agents handle routine inquiries at scale.

• Evaluate, select, and drive enterprise adoption of AI support platforms (e.g., Maven AI, Decagon, Sierra, Intercom Fin, or equivalent), owning the build‑versus‑buy decisions and vendor relationships.

• Deploy intelligent AI voice and chat agents capable of handling complex, multi-product workflows for legal professionals, and set the governance for escalation logic, confidence thresholds, knowledge curation, and human-in-the-loop design.

• Build AI-assisted agent tooling — agent assist, real-time suggestions, auto‑summaries — that measurably improves time to resolution and first‑contact resolution.

• Establish the accuracy, compliance, and quality standards that AI-delivered support must meet in a high‑trust, regulated vertical, and own accountability for them.

Drive Growth, Retention & Commercial Contribution

• Own support’s contribution to retention and expansion, including the identification and conversion of Customer Success Qualified Leads (CSQLs) at every touchpoint.

• Build PLG-integrated support motions — in‑product nudges, proactive outreach triggers, self‑service optimization — that reduce friction at critical conversion and adoption moments.

• Partner with Revenue, Marketing, and Post Sales to make support a measurable input to net revenue retention, not an adjacent function.

Lead Multi-Product Support Excellence

• Own the end-to-end support lifecycle for Clio’s core practice management platform and for Clio Work (Legal AI drafting, research, and intelligence).

• Build differentiated support models tuned to each product’s complexity, customer segment, and AI‑sensitivity — recognizing that Clio Work customers have fundamentally different needs than core platform users.

• Design specialized routing and escalation frameworks for complex customer questions, and manage multi-channel environments (voice, live chat, email, AI chat, async messaging) with consistent service levels across all.

Drive Cross-Functional & Product Alignment

• Partner with Product, Engineering, and R&D to build a rigorous product feedback loop powered by support signal — influencing roadmap priorities, not just filing bugs.

• Build proactive partnerships across Post Sales (Onboarding, Professional Services, CSM) to deliver a seamless customer experience across the lifecycle.

• Serve as the escalation executive for critical customer and product incidents, owning resolution and the durability of the customer relationship afterward.

Build Scalable Systems & Operational Rigor

• Set and own the support KPI framework, including the AI-era metrics that don’t yet have industry standards — deflection quality, containment, AI resolution accuracy, cost per resolution, and outcome-based CSAT.

• Own the Support Systems architecture across Salesforce Service Cloud, CCaaS platforms (e.g., Talkdesk), knowledge management, and AI support tooling.

• Lead Workforce Management to forecast demand across traditional and AI channels, enabling intelligent staffing decisions and intraday optimization in a rapidly shifting volume mix.

• Establish the operating cadence, data infrastructure, and reporting that allow support performance to be understood and trusted company-wide.

Market Leadership

• Serve as the executive face of Clio’s support organization externally, representing Clio at industry events and thought leadership forums.

• Build Clio’s reputation as the reference case for what AI-first support looks like in a high-trust vertical.

What you bring:

• 12+ years in customer support, service, or CX leadership, including 5+ years managing managers in high-growth B2B SaaS environments.

• Proven experience leading global support or CX organizations of 150+ people across multiple geographies, with full budget or P&L ownership.

• A demonstrated track record deploying AI support technologies at scale — you have actually done this and lived with the results, not advised on it.

• Direct, hands‑on experience with modern AI support platforms such as Maven AI, Decagon, Sierra, Intercom Fin, or equivalent, including vendor selection and enterprise rollout.

• Deep understanding of AI agent architecture: escalation logic, confidence thresholds, knowledge base curation, and human-in-the-loop workflow design.

• Strong command of support operations and SaaS metrics, with a bias toward outcome-driven, AI-augmented efficiency and the analytical rigor to defend the model to a board.

• Experience supporting complex, multi‑product SaaS environments with distinct customer personas and varying technical depth requirements.

• Experience in hypergrowth environments where the business doubles while headcount grows far more slowly.

• Experience in legal tech, professional services SaaS, or another high‑trust, regulated vertical where content accuracy and compliance carry real stakes.

• A track record of building feedback loops between support signal and product roadmap — influencing priorities, not just reporting issues.

• Exceptional executive presence and communication, with the ability to influence at every level and present to the C-suite and board.

• A “Draw the Owl” mindset — comfort with ambiguity, a bias toward action, and the drive to build the structures, processes, and playbooks where the path isn’t yet defined.

• Genuine passion for transforming legal work through AI, and a clear point of view on how service will evolve over the next decade.

Technology