At a Glance
- Tasks: Lead a dynamic Customer Success team in a fast-paced SaaS environment.
- Company: Join Clio, a leader in legal tech with a focus on customer satisfaction.
- Benefits: Competitive salary, flexible work options, and opportunities for professional growth.
- Other info: Be part of a global team dedicated to innovation and customer excellence.
- Why this job: Make a real impact by driving customer success and enhancing user experiences.
- Qualifications: 4+ years in B2B software Customer Success and 2+ years in leadership roles.
The predicted salary is between 90000 - 110000 $ per year.
Lead customer success in a SaaS environment at Clio, using coaching and data analysis to support global Customer Success Managers. As Team Lead of Customer Success Management, you will report to the Director of Customer Success Management. You will guide North America-based team members while supporting retention, product adoption, and revenue growth across Mid-Market customers. The work combines performance management, customer journey oversight, and process creation.
Key Responsibilities:
- Coach and mentor the North America-based Customer Success team
- Drive customer satisfaction and customer journey process improvements
- Monitor lifecycle stages, health metrics, and customer portfolios
- Support escalations and identify root causes with stakeholders
- Develop scalable processes and customer success playbooks
Requirements:
- Four-plus years in B2B software Customer Success Management
- Two-plus years of Team Lead or CSM leadership experience
- Experience with QBRs, scorecards, performance reviews, and BI tools
- Experience owning customer escalations and outcomes
- Experience with Salesforce.com, Gainsight, or ChurnZero
- Bring B2B customer success leadership, data-driven decision-making, and coaching expertise to Clio’s growing global team.
Customer Success Team Lead in Vancouver 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.
