At a Glance
- Tasks: Lead and mentor a dynamic team to enhance customer success and satisfaction.
- Company: Join Clio, the leader in legal AI technology, transforming the legal experience.
- Benefits: Competitive salary, flexible time off, health benefits, and hybrid work environment.
- Other info: Diverse, inclusive culture focused on personal and professional growth.
- Why this job: Make a real impact in customer success while working with innovative technology.
- Qualifications: 4+ years in B2B customer success and 2+ years in leadership roles.
The predicted salary is between 100000 - 150000 $ per year.
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.
Clio is an innovative, culture-focused Canadian based SaaS solution seeking to make a key hire within our Customer Success department - Team Lead of Customer Success Management. 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. This department is responsible for retaining a portfolio of Clio’s Mid-Market customers, driving product adoption and growing revenue across a customer’s lifetime with Clio.
We are seeking someone with an entrepreneurial spirit that has strong previous experience in both B2B customer success management and leadership.
Key Qualities and Qualifications
- Contagious passion for Customer Success, with a proven track record of managing SMB and enterprise portfolios in a SaaS environment.
- Strong performance management skills to coach and develop team members with empathy and curiosity.
- Excels in guiding the customer journey through a data-driven approach, leveraging systems to enhance customer experience.
- A top performer with a history of building efficiencies and enhancing customer experiences.
- Experienced in handling diverse customer portfolios and adapting strategies to meet varied client needs.
- Solution-focused and resilient, thriving on tackling tough challenges with creativity and agility.
- Articulates technical specifications and product value propositions with clarity and impact.
- Motivated, detail-oriented, confident, and competitive, with a drive for excellence.
- A relationship builder with exceptional interpersonal skills.
- A solution-focused problem solver who thrives on finding solutions to tough challenges.
Responsibilities
- Provide coaching and mentorship to the North America-based team, fostering a culture of accountability and high performance.
- Design and drive initiatives to enhance customer satisfaction, leveraging data insights.
- Oversee the execution of critical lifecycle stages ensuring consistency and high impact.
- Conduct detailed reporting and analysis to drive insights into customer behavior and trends.
- Regularly monitor and report on customer health metrics, proactively identifying at-risk accounts.
- Support customer escalations and act as the first line of leadership investigation.
- Develop scalable, repeatable processes and playbooks that address team and customer needs.
- Partner closely with Sales, Marketing, Product, and other key teams.
- Act as the advocate for customer needs and insights within the organization.
- Collaborate with operations and technology teams to ensure effective deployment and adoption of tools.
Qualifications
- 4+ years of previous experience in a B2B software within Customer Success Management.
- 2+ years of previous leadership experience in a Team Lead, CSM role.
- Experience with business reviews, QBRs, scorecards, performance reviews, project management and BI tools.
- Strong sense of self-awareness and accountability.
- Experience in owning customer escalations and outcomes.
- Experience with CS systems (Salesforce.com, Gainsight, ChurnZero etc.).
- Experience growing and scaling Customer Success teams.
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.
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 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.
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.
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.
Team Lead, Customer Success Management in Toronto employer: Clio
Join a forward-thinking company that values innovation and collaboration, where your expertise as a Senior Product Manager will directly impact the accessibility of legal services. With a strong commitment to employee growth, we offer a dynamic work culture that encourages creativity and teamwork, all while working remotely. Our focus on AI-driven solutions not only enhances your professional development but also positions you at the forefront of transforming the legal industry.
