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:This is a rare opportunity to lead world-class Customer Success across Clio's international markets — one of the fastest-growing legal SaaS platforms in the world. You'll own the end-to-end CS experience across Clio's core practice management platform and Clio Work, our intelligent Legal AI assistant — with a mandate to build a team where every Clion is focused on complex, high-value customer relationships, while AI-powered workflows and scaled motions handle everything else.You won't just be managing renewals and health scores. You'll be building AI-powered success plays, driving multi-region operations across markets with distinct regulatory and cultural contexts, and scaling your team's ability to identify and convert Customer Success Qualified Leads at every touchpoint — continuing to grow international markets as a core revenue engine for Clio.What You'll Build & OwnScaling Customer Success to Become the Legal AI LeaderOwn the International CS strategy and operating model — spanning CSMs, Account Management, Renewals, and Digital Success and as well as partnership with Onboarding & Customer Support — with a mandate to grow NRR, expand into new markets, and increase team maturity to meet Clio's rapid growth trajectoryScale from 25+ to a regionally distributed, high-performing organization that serves customers across EMEA and beyond — building the right team structure, coverage model, and career pathways for each growth stageDrive Clio Work adoption across international markets, building the AI-era playbook for customer success in legal tech — creating differentiated success models tuned to each product's complexity and customer segment with power of AIDrive Clio’s growth expanding NRR leveraging every touchpoint across the international book — with CS as a core revenue engine, not a cost centerServe as the escalation executive for critical customer and product incidents, representing the voice of the customer internally at the highest levelPartner closely with the Global CS leadership team and cross-functional stakeholders — Sales, R&D, Marketing, Revenue Operations, and Data Intelligence — to drive global GTM strategy, customer-informed product input, and a seamless globally consistent experienceLead the international CS Monthly Business Review (MBR) and OKR process for Customer Success. Maintain clear performance visibility to senior stakeholders; represent international CS in global operating rhythms: strategic planning, talent planning, forecasting, and budgetingTeam & CultureLead, develop, and inspire a 25+ person team, fostering a culture of continuous improvement, operational excellence, and a customer-obsessed mindsetBe an engaged member of the International Leadership Team, serving as both culture driver and creator across regionsRecruit top-tier talent with a lens on AI-native and AI-fluent CS professionals who are excited about redefining their roles alongside technologyExemplify Clio values and foster a high-performance, inclusive culture across a multi-national teamAI-First CS Architecture & OutcomesDesign and own the strategy to evolve international CS into an AI-first model — elevating Clions to focus on complex, high-value interactions while AI-powered tooling handles scaled coverage; partner with RevOps to build the systems, workflows, and data infrastructure that make this realBuild and mature three distinct CS motions: high-touch CSM for key accounts, Scaled CS for SMB, and Digital CS for all segments — leveraging AI (auto-summaries, churn prediction, sentiment signals, AI-assisted QBRs) to power eachDrive PLG-integrated success motions that reduce friction at critical conversion and adoption moments; turn CS signal into roadmap input by building a robust customer feedback loop with Product and EngineeringOperational Excellence & ScaleSet and own critical CS KPIs: NRR, GRR, expansion revenue, CSAT, and AI-driven efficiency metricsLead forecasting, budgeting, and workforce planning across traditional and AI-augmented workflows — enabling intelligent staffing decisions across growing marketsBuild and scale CS systems architecture across Claude, Salesforce, ChurnZero/Gainsight, Knowledge Base, and AI CS toolingManage budget with a clear ROI mindset, building the business case for team investments and AI toolingWhat You BringRequired Experience8+ years in Customer Success, with at least 4+ years in senior people management roles in high-growth B2B SaaS environmentsDemonstrated track record building and scaling international or global CS organizations of 20+ across multiple functions and geographiesDirect ownership of key CS metrics: NRR, GRR, expansion revenue, CSAT, and time-to-valueExperience building and executing multiple CS motions simultaneously (high-touch, scaled, and digital/tech-touch)Strong command of CS operations metrics with a bias toward outcome-driven, AI-augmented efficiencyExperience supporting complex, multi-product SaaS environments with distinct customer personas and technical depth requirementsStrong DifferentiatorsAI fluency in practice — you actively use Claude, Copilot, Gemini, or other enterprise AI tools in your daily work, can evaluate AI tooling for CS workflows, and are energized by building AI-first operating models (not just talking about them)Experience in legal tech, professional services SaaS, or other high-trust, regulated verticals where content accuracy and compliance carry real stakesHands-on experience deploying AI in CS workflows — auto-summaries, churn prediction, AI-assisted QBRs, digital success playsTrack record building feedback loops between CS signal and product roadmap — not just reporting issues, but influencing roadmap prioritiesExperience navigating multi-national operations across varying regulatory, cultural, and market environmentsBackground in hypergrowth environments where the business doubles while headcount grows far more slowlyExperience with PLG (Product-Led Growth) success models, including in-product nudges, proactive outreach triggers, and self-service optimizationYou AreAn operator who thinks in systems — you see the whole board, not just the next moveEnergized by ambiguity and building new things, not just optimizing existing onesGenuinely excited about AI — you actively use enterprise AI tools in daily work and want to be on the frontierA communicator who can translate complex operational and AI concepts for executive audiences and frontline teams alikeA genuine global collaborator, not a siloed regional operator — you build bridges across geographies and time zonesA culture carrier who creates environments where high performers thrive and everyone has a clear path to growthTechnologies You'll Work WithYou'll be expected to evaluate, select, and drive adoption of tools across these categories:AI Enterprise Platform: Claude (primary), with fluency across AI-native CS toolingAI CS Platforms: ChurnZero, AI-native CS toolingCRM: Salesforce (pipeline management, account health, CS reporting)Analytics & BI: Claude, LookerCommunication & Productivity: Slack, Google WorkspaceKnowledge Management & Support: Zendesk and equivalentsWhat 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 and dental coverageHybrid work environment, with expectation for local Clions (Vancouver, Calgary, Toronto, Dublin and Sydney) to be in office minimum twice per week. Flexible time off policyPension contribution Clioversary recognition program with special acknowledgement at 3, 5, 7, and 10 yearsThe on-target earnings (OTE) salary range for this role is 149,300 to 223,900 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/careersWe'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.SummaryLocation: Dublin; LondonType: Full time
Read Less
