Director, Customer Success International

Overview

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.

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.

Responsibilities What You'll Build & Own

• Own the International CS strategy and operating model - spanning CSMs, Account Management, Renewals, and Digital Success and 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 trajectory
• Scale 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 stage
• Drive 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 AI
• Drive Clio's growth expanding NRR leveraging every touchpoint across the international book - with CS as a core revenue engine, not a cost center
• Serve as the escalation executive for critical customer and product incidents, representing the voice of the customer internally at the highest level
• Partner 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 experience
• Lead 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 budgeting

Team & Culture

• Lead, develop, and inspire a 25+ person team, fostering a culture of continuous improvement, operational excellence, and a customer obsessed mindset
• Be an engaged member of the International Leadership Team, serving as both culture driver and creator across regions
• Recruit top tier talent with a lens on AI native and AI fluent CS professionals who are excited about redefining their roles alongside technology
• Exemplify Clio values and foster a high performance, inclusive culture across a multi national team

AI First CS Architecture & Outcomes

• Design 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 real
• 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 (auto summaries, churn prediction, sentiment signals, AI assisted QBRs) to power each
• Drive 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 Engineering

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 - enabling intelligent staffing decisions across growing markets
• Build and scale CS systems architecture across Claude, Salesforce, ChurnZero/Gainsight, Knowledge Base, and AI CS tooling
• Manage budget with a clear ROI mindset, building the business case for team investments and AI tooling

Tools & Technologies

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

Qualifications Required Experience

• 8+ years in Customer Success, with at least 4+ years in senior people management roles in high growth B2B SaaS environments
• Demonstrated track record building and scaling international or global CS organizations 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, and digital/tech touch)
• Strong command of CS operations metrics with a bias toward outcome driven, AI augmented efficiency
• Experience supporting complex, multi product SaaS environments with distinct customer personas and technical depth requirements

Strong Differentiators

• AI 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 stakes
• 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 - not just reporting issues, but influencing roadmap priorities
• Experience navigating multi national operations across varying regulatory, cultural, and market environments
• Background in hypergrowth environments where the business doubles while headcount grows far more slowly
• Experience with PLG (Product Led Growth) success models, including in product nudges, proactive outreach triggers, and self service optimization

You Are

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

Compensation & Benefits

The expected salary range for this role is €124,400 to €186,600 EUR.

Commission: €24,900 to €37,300 EUR (uncapped potential beyond the stated amount).

Hybrid work environment with expectation for local employees (Vancouver, Calgary, Toronto, Dublin and Sydney) to be in office minimum twice per week.

Flexible time off policy; pension contribution; annual recognition program for valuable milestones.

Diverse, Inclusive, & Accessible Workplace

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.