VP, Global Customer Support

Clio; New York (NY); On-site; USD 261,000 - 485,000; Full time

Benefits offered by this job

Hybrid work environment

20 days off per year

Counseling benefit

RRSP matching and RESP contribution

Clioversary recognition

Job summary

Clio, the global leader in legal AI technology, seeks a Vice President of Global Customer Support to define and lead a multi-year strategy for worldwide customer service. You will own P&L, shape an AI-first support model, and run a 150+ person organization across five locations, aligning with the executive team and board.

You will build scalable systems, set standards for world-class service, partner with Product and R&D, and drive growth through retention, CSAT, and differentiated support

Responsibilities

• 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.
• Lead, develop, and inspire a 150+ person global organization across five locations.
• Recruit and develop AI-native leaders with a lens on AI-fluent professionals.
• Build a culture of continuous improvement, psychological safety, and AI curiosity.
• Design the career architecture, competency frameworks, and enablement systems for a changing support organization.
• Own the strategy to evolve support into an AI-first model.
• Evaluate and drive enterprise adoption of AI support platforms and vendor relationships.
• Deploy AI voice and chat agents for complex workflows in legal.
• Build AI-assisted agent tooling to improve time to resolution.
• Establish accuracy, compliance, and quality standards for AI-delivered support.

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.

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:

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.

• 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.

Technology:

You'll be expected to evaluate, select, and drive adoption of tools across these categories:

• AI Support Agents: Maven AI, Decagon, Sierra, Intercom Fin, and equivalents

• CRM & CCaaS: Salesforce Service Cloud, Talkdesk

• Analytics & WFM: Looker, Playvox

• Knowledge Management: Zendesk and equivalents

This role is a backfill for an existing position.

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.

• 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 on-target earnings (OTE) salary range for this role is $261,200 to $485,000 reflecting base salary plus variable compensation at 100% attainment. 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.

Learn more about our culture at clio.com/careers

We're a Human and High Performing AI company, meaning we use artificial intelligence to improve all of our operations. In recruitment, AI helps us streamline the process for greater efficiency. However, we've built our systems to ensure that a human always reviews AI-generated output, and we never make automated hiring decisions.

Disclaimer: We only communicate with candidates through official @clio.com email addresses.