Director of Customer Success International, Clio
€124.4-186.6k
The expected new hire commission range for this role is €24,900 to €31,100 to €37,300 EUR. The opportunity to earn commissions beyond the stated amounts are possible as commission earnings are uncapped
Legal practice management software
Open for applications
Legal practice management software
1001+ employees
Open for applications
€124.4-186.6k
The expected new hire commission range for this role is €24,900 to €31,100 to €37,300 EUR. The opportunity to earn commissions beyond the stated amounts are possible as commission earnings are uncapped
1001+ employees
Company mission
To transform the legal experience for all.
Role
Who you are
- 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
- 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
- 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
- You'll be expected to evaluate, select, and drive adoption of tools across these categories:
- AI Enterprise Platform: Claude (primary), with fluency across AI-native CS tooling
- AI CS Platforms: ChurnZero, AI-native CS tooling
- CRM: Salesforce (pipeline management, account health, CS reporting)
- Analytics & BI: Claude, Looker
- Communication & Productivity: Slack, Google Workspace
- Knowledge Management & Support: Zendesk and equivalents
What the job involves
- 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
- You'll own the end-to-end CS experience across Clio's core practice management platform and Clio Work, our intelligent Legal AI assistant — with a mandate to build a team where every Clion is focused on complex, high-value customer relationships, while AI-powered workflows and scaled motions handle everything else
- You won't just be managing renewals and health scores
- You'll be building AI-powered success plays, driving multi-region operations across markets with distinct regulatory and cultural contexts, and scaling your team's ability to identify and convert Customer Success Qualified Leads at every touchpoint — continuing to grow international markets as a core revenue engine for Clio
- Own the International CS strategy and operating model — spanning CSMs, Account Management, Renewals, and Digital Success and as well as 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
- 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
- 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
- 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
Our take
Modern law firms increasingly manage their work digitally but the lack of a specialized 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 significant funding and benefited from the COVID-era shift toward cloud technologies. More recently, the company has experienced rapid growth following the integration of AI into its platform in 2023. Alongside this, it surpassed $200M in annual recurring revenue (ARR) in mid-2024 and has since grown to an impressive $500M ARR. The company was valued at $5B following a $500M funding round in 2025, with the investment supporting further AI development and platform expansion.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
Company
Company benefits
- Specialized learning and development programs and access to an in-house performance coach
- Equitable compensation for your contributions, regardless of gender, race, or any other identifying factor
- Access to pay transparency on all of our global roles
- Company equity for applicable employees
- RRSP-matching in Canada, 401k in the US, and pension plans in Ireland
- Hybrid model – striking the right balance between the benefits of in person connectivity that in office brings, and the flexibility of remote
- Flexible paid time off (4-week minimum with opportunities for personalization based on individual needs and achievements)
- Parental leave options for birthing and non-birthing parents
- A $500 contribution to your child’s RESP
- Various health, dental, and vision benefits for you and your family, including an Employee and Family Assistance Program
- Virtual and In-person Wellness Programs to support mental and physical health
- Paid time for volunteering through our Clio Gives program
- $2000 annual counseling benefit for CAD Clions
Company HQ
Burnaby, BC
Leadership
Jack Newton
(Founder & CEO)Alongside serving as Clio's CEO since founding the company in 2008, Jack is an Advisor at Athennian, dealcloser, and Logikcull. Previously, they were a Board Member at ROSS Intelligence and a Director of Product Development at Chenomx.
Share this job
View 114 more jobs at Clio