Director of Customer Success, Clio
EMEA, Fixed Term Contract
€125.9-188.9k
Legal practice management software
Job no longer available
Legal practice management software
1001+ employees
Job no longer available
€125.9-188.9k
1001+ employees
Company mission
Clio's mission is to build cloud-based and client-centred technology that will transform the legal experience for all.
Role
Who you are
- You are an empathetic leader with a passion for driving alignment
- You’re an empathetic leader with at least 4+ years of people management experience and you’re skilled at hiring, managing, and upleveling talent
- Have at least 3+ years of experience leading a customer success function within the SaaS industry
- Experience with driving processes such as increasing net retention and minimizing the churn
- Strong analytical skills with an ability to analyze and manipulate data. Experience using BI tools such as Looker or Tableau
- Strong verbal and written skills with a strong ability to articulate and communicate strategies and plans
- Demonstrated success with cross-functional coordination, including planning, execution tracking, decision making, and OKR management
- Experience using Salesforce
- Familiarity with ChurnZero or GainSight would be beneficial
What the job involves
- We are currently seeking a Director of Customer Success to lead our Customer Success team in Ireland on a 9 month fixed term contract basis
- This role will involve occasional travel to the UK and North America for meetings and events
- Reporting directly to the Global Vice President of Customer Success at Clio, you will lead our international customer success efforts, overseeing multiple customer success functions including onboarding, support account management and data migration
- You thrive in collaboration - as a key member of the EMEA leadership team you’ll work with our Sales, Product, Marketing and Engineering leaders to drive our Go To Market strategy in new and existing regions
- You’ll also collaborate closely with our customer success team in North America. You’ll develop the growing EMEA Customer Success team, and have a meaningful impact on company culture in Ireland
- Partner with Clio’s EMEA General Manager and the rest of the EMEA Leadership team to plan and execute on a Go To Market strategy
- Play a key role in the development of a multi- product success strategy for Clio in EMEA
- Actively coach and become a trusted advisor, providing continuous skill development opportunities to both individual contributors as well as other leaders
- Build trust with stakeholders using curiosity and empathy
- Exemplify Clio values, partnering with stakeholders across EMEA to create and foster a values-driven culture for all Clions
- Scale systems, processes and workflows to ensure all activities in the CS EMEA org are streamlined, efficient and lead to high productivity outputs
- Build and maintain strong relationships with key accounts, acting as a trusted advisor to our customers. Understand their unique needs, proactively identify growth opportunities, and address any concerns or escalations
- Responsible for escalations and managing relationships with key customers
- Participate in organizational operating rhythms like strategic planning, talent planning, forecasting, and budgeting
- Coordinate and lead the team OKR Process
- Collaborate closely with the North American Customer Success team to support EMEA activities
- Play a key role in setting the strategic direction for Customer Success in EMEA
Our take
Modern law firms increasingly manage their work digitally but the lack of a specialised remote solution means that workflows have become fragmented. This leads to legal practice managers having to juggle multiple software solutions across various devices.
Clio provides a legal practice management platform designed for law firms, allowing users to manage billing for legal aid cases, access and manage documents and store files across multiple devices. Whilst other startups are operating in this niche, Clio has uniquely focussed on synchronisation across remote devices and on a wide range of integrations, allowing the user to access information from other industry standard software such as Xero and Klyant from within a single interface.
Clio has raised a large amount of investment capital, most recently in a 2021 Series E round which saw the company attain unicorn status with a valuation exceeding $1 billion. This funding is being used to accelerate its product development, hire additional talent, and for expansion into new markets with a focus on the EMEA region, particularly the UK and Ireland.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
Few candidates hear
back within 2 weeks
Company
Company benefits
- Company equity
- $500 contribution when you become a parent and/or guardian
- 4-week minimum vacation
- Work from home when you need to (role-specific)
- Parental leave options for moms and dads
- Customizable extended health benefits (including $2000 per year to spend on counseling)
- Wellness programs including an onsite naturopath physiotherapist, and RMT (location-dependent), healthy snacks, and exercise classes
- Pension plans
Company values
- Giving Back - we’re committed to creating positive social change in the community
- Creating Better Work Environments - we believe that a diverse and inclusive culture is a competitive advantage that benefits both our employees and customers
- Thriving as a Team - we live by seven core values on how to thrive, have fun, and win as a team
Articles
Leadership
Jack Newton
(CEO)Experience as Director of Product Development for Chenomx Inc. from 2004 to 2009. Advisor for Logikcull.com, dealcloser, and Athennian.
Rian Gauvreau
(Board Member)Experience developing legal technology for Gowling Lafleur Henderson LLP from 2000 to 2008. Graduated the University of British Columbia with an M.B.A. in Strategic Management in 2011.
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