Director, Customer Success International

Director, Customer Success International

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.

This rare opportunity to lead world class Customer Success across Clio's international markets gives you ownership of the end to end CS experience across our core practice management platform and Clio Work, our intelligent Legal AI assistant. You will build a team focused on complex, high value customer relationships while AI powered workflows and scaled motions handle everything else.

What You'll Build & Own Scaling Customer Success to Become the Legal AI Leader

• Own the International CS strategy and operating model across CSMs, Account Management, Renewals, and Digital Success, and partner with Onboarding & Customer Support to grow NRR, expand into new markets, and elevate team maturity.
• Scale from 25+ to a regionally distributed, high performing organization serving customers across EMEA and beyond, building the right structure, coverage model, and career pathways.
• Drive Clio Work adoption worldwide and create the AI era playbook for customer success, tailoring success models to product complexity and customer segments with AI.
• Take ownership of NRR growth, using all touchpoints of the international book, treating CS as a core revenue engine.
• Serve as the executive escalation lead for critical customer and product incidents, representing the voice of the customer internally.
• Collaborate closely with Global CS leadership and cross functional stakeholders (Sales, R&D, Marketing, Revenue Operations, Data Intelligence) to shape global GTM strategy and product input.
• Lead International CS Monthly Business Reviews and OKR processes, maintaining clear performance visibility to senior stakeholders and representing CS in global operating rhythms.

Team & Culture

• Lead, develop, and inspire a 25+ person team, fostering continuous improvement, operational excellence, and a customer obsessed mindset.
• Engage as an international Leadership Team member, driving culture across regions.
• Recruit top tier AI native and AI fluent CS professionals who are excited to redefine their roles with technology.
• Exemplify Clio values and nurture a high performance, inclusive culture across a multinational team.

AI First CS Architecture & Outcomes

• Design and own the strategy to evolve international CS into an AI first model, partnering with RevOps to build systems, workflows, and data infrastructure.
• Build and mature three distinct CS motions: high touch CSM for key accounts, scaled CS for SMB, and digital CS for all segments, leveraging AI tools such as auto summaries, churn prediction, and AI assisted QBRs.
• Drive PLG integrated success motions to reduce friction at key conversion and adoption moments, turning CS signals into product roadmap input.

Operational Excellence & Scale

• Set and own critical CS KPIs: NRR, GRR, expansion revenue, CSAT, and AI driven efficiency metrics.
• Lead forecasting, budgeting, and workforce planning across traditional and AI augmented workflows to enable intelligent staffing decisions.
• Build and scale CS systems architecture across Claude, Salesforce, ChurnZero/Gainsight, Knowledge Base, and AI CS tooling.
• Manage budget with a ROI mindset, building business cases for team investments and AI tooling.

What You Bring Required Experience

• 8+ years in Customer Success with at least 4+ in senior people management roles in high growth B2B SaaS.
• Track record building and scaling an international or global CS organization of 20+ across multiple functions and geographies.
• Direct ownership of key CS metrics: NRR, GRR, expansion revenue, CSAT, and time to value.
• Experience building and executing multiple CS motions simultaneously (high touch, scaled, digital/tech touch).
• Strong command of CS operations metrics, focusing on outcome driven, AI augmented efficiency.
• Experience supporting complex, multi product SaaS environments with distinct customer personas and technical depth requirements.

Strong Differentiators

• AI fluency: actively use Claude, Copilot, Gemini, or other enterprise AI tools in daily work, evaluate AI tooling for CS workflows, and are energized by building AI first operating models.
• Experience in legal tech, professional services SaaS, or other regulated verticals where content accuracy and compliance are critical.
• Hands on experience deploying AI in CS workflows-auto summaries, churn prediction, AI assisted QBRs, digital success plays.
• Track record building feedback loops between CS signal and product roadmap, influencing roadmap priorities.
• Experience navigating multi national operations across varying regulatory, cultural, and market environments.
• Background in hypergrowth environments where business doubles while headcount grows more slowly.
• Experience with PLG success models, including in product nudges, proactive outreach triggers, and self service optimization.

You Are

• An operator who thinks in systems-seeing the whole board, not just the next move.
• Energized by ambiguity and building new things, not just optimizing existing ones.
• Genuinely excited about AI-actively using enterprise AI tools daily and wanting to be on the frontier.
• A communicator who translates complex operational and AI concepts for executive audiences and frontline teams.
• A genuine global collaborator-building bridges across geographies and time zones, not a siloed regional operator.
• A culture carrier who creates environments where high performers thrive and everyone has a clear path to growth.

Technologies You'll Work With

• AI Enterprise Platform: Claude (primary), with fluency across AI native CS tooling.
• AI CS Platforms: ChurnZero and other AI native CS tools.
• CRM: Salesforce (pipeline management, account health, CS reporting).
• Analytics & BI: Claude, Looker.
• Communication & Productivity: Slack, Google Workspace.
• Knowledge Management & Support: Zendesk and equivalents.

Benefits

• Competitive, equitable salary with top tier health and dental benefits.
• Hybrid work environment; local Clions in Vancouver, Calgary, Toronto, Dublin, and Sydney are expected to be in the office at least twice per week.
• Flexible time off policy.
• Pension contribution.
• Clioversary recognition program with special acknowledgement at 3, 5, 7, and 10 years.

We are committed to equal employment, welcoming candidates from all backgrounds and fostering an inclusive, high performance culture. Accessibility accommodations are available during the recruitment process. For more information about Clio's culture and hiring practices, visit