Senior Director of Customer Support, Clio
$184-276k
In addition, this role is eligible for variable pay
Legal practice management software
Open for applications
Legal practice management software
1001+ employees
Open for applications
$184-276k
In addition, this role is eligible for variable pay
1001+ employees
Company mission
To transform the legal experience for all.
Role
Who you are
- Experience in legal tech, professional services SaaS, or other high-trust, regulated verticals where content accuracy and compliance carry real stakes
- Hands-on experience with PLG (Product-Led Growth) support models, including in-product nudges, proactive outreach triggers, and self-service optimization
- Familiarity with AI voice agent deployment (e.g., conversational IVR, voice AI for support)
- Track record building feedback loops between support signal and product roadmap — not just reporting bugs, but influencing roadmap priorities
- Experience in hypergrowth environments where the business doubles while headcount grows far more slowly
- 8+ years leading 100+ person customer support or CX organizations in high-growth B2B SaaS environments
- Demonstrated track record deploying AI support technologies at scale — you have actually done this, not just advised on it
- Direct experience with modern AI support platforms such as; Maven AI, Decagon, Sierra, Intercom Fin, or equivalent
- Deep understanding of AI agent architecture: how to design escalation logic, confidence thresholds, knowledge base curation, and human-in-the-loop workflows
- Strong command of support 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
- 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 follow the space, have opinions on it, and want to be on the frontier
- A communicator who can translate complex AI and operational concepts for executive audiences and frontline teams alike
- 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 in these categories:
- AI Support Agents: Maven AI, Decagon, Sierra, Intercom Fin, etc
- AI Enterprise Platform: Claude
- CRM, CCaaS: Salesforce Service Cloud; Talkdesk
- Analytics & WFM: Looker, Playvox
- Knowledge Management: Zendesk, etc
What the job involves
- This is a rare opportunity to lead world-class support at one of the fastest-growing legal SaaS platforms in the world
- You'll own the full customer support 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 the complex, high-value interactions that require real expertise, judgment, and relationship depth — while AI agents handle the rest
- You won't just be managing queues and SLAs
- You'll be deploying AI support agents, building AI voice channels, and scaling your team's ability to identify and convert Customer Success Qualified Leads at every touchpoint — continuing to scale support as a core growth engine for Clio, where world-class service is a competitive differentiator
- You'll make customers feel like they have a brilliant, always-on legal tech partner, and you'll be the leader who made that possible — not by replacing great people, but by accelerating them and enabling them to be extraordinary
- Lead, develop, and inspire a 150+ person global team across five locations — fostering a culture of continuous improvement, psychological safety, and AI curiosity
- Recruit top-tier talent with a specific lens on AI-native and AI-fluent support professionals who are excited about redefining their roles alongside technology
- Serve as the escalation executive for critical customer and product incidents, representing the voice of the customer internally at the highest level
- Continue scaling support as a core growth engine for Clio — proactively surfacing customer needs, driving expansion, and proving that world-class support is a competitive differentiator, not a cost center
- Build proactive support partnerships with R&D and Post Sales (e.g., Onboarding, Professional Services, and CSM teams) to create a seamless customer experience
- Design and own the strategy to evolve support into an AI-first model — elevating our Clions to focus on complex, high-value customer interactions that require expertise, judgment, and relationship depth, while AI agents (e.g., Maven, Decagon, Sierra, or equivalent) handle routine inquiries at scale
- Build and deploy intelligent AI voice agents and chat agents that can handle complex, multi-product support workflows for legal professionals
- Develop AI-assisted agent tooling (agent assist, real-time suggestions, auto-summaries) to speed time to resolution for customers and increase first-contact resolution
- Partner with Product and Engineering to build a robust product feedback loop powered by support signal — turning customer pain points into roadmap inputs at velocity
- Drive PLG-integrated support motions that reduce friction at critical conversion and adoption moments within the product experience
- Own the end-to-end support lifecycle for both Clio's core practice management platform and Clio Work (Legal AI drafting, research, and intelligence)
- Build differentiated support models tuned to each product's complexity, customer segment, and AI-sensitivity — recognizing that Clio Work customers will have fundamentally different support needs than core platform users
- Develop specialized routing and escalation frameworks for complex customer questions
- Manage multi-channel environments (voice, live chat, email, AI chat, async messaging) with intelligent routing and consistent service levels across all
- Set and own critical support KPIs including AI-driven metrics
- Identify and convert CSQLs (Customer Success Qualified Leads) emerging from support interactions
- Lead Workforce Management (WFM) to forecast demand across traditional and AI channels, enabling intelligent staffing decisions and intraday optimization
- Manage budget with a clear ROI mindset
- Build and scale a Support Systems architecture across Salesforce Service Cloud, CCaaS platforms (e.g., Talkdesk), Knowledge Base, and AI support 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.
Salary benchmarks
We don't have enough data yet to provide salary benchmarks for this role.
Submit your salary to help other candidates with crowdsourced salary estimates.
Share this job
View 101 more jobs at Clio