Clio

Team Lead, Customer Success Manager

Toronto

Sponsorship not specified$95k-$119kDetected 30 days ago

Data AnalysisAccessibilityProject ManagementPerformance ManagementCustomer SuccessLeadershipMentoring

About the role

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.
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.
The expected new hire commission range for this role is $16,800 to $21,000 to $25,200 CAD.

Design and drive initiatives to enhance customer satisfaction, leveraging data insights to identify opportunities for process improvements that optimize 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.
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.

4+ years of previous experience in a B2B software within Customer Success Management
Experience with business reviews, QBRs, scorecards, performance reviews, project management and BI tools
Experience in owning customer escalations and outcomes
Experience with CS systems (Salesforce.com, Gainsight, ChurnZero etc.)
Experience growing and scaling Customer Success teams
Clioversary recognition program with special acknowledgement at 3, 5, 7, and 10 years
2+ years of previous leadership experience in a Team Lead, CSM role
Strong sense of self awareness and accountability
This is a new role.
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, Dublin and Sydney) to be in office minimum twice per week.
Flexible time off policy, with an encouraged 20 days off per year.

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.
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

Competitive, equitable salary with top-tier health benefits, dental, and vision insurance
Flexible time off policy, with an encouraged 20 days off per year.
$2000 annual counseling benefit

$2000 annual counseling benefit
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.

We are transforming the legal experience for all by bettering the lives of legal professionals while increasing access to justice.

This listing is sourced directly from Clio's careers page and normalized into a canonical job model.