Vice President of Customer Success
We are currently seeking a VP, Customer Success to join our Customer Success team.
Our VP, Customer Success champions Clio’s #1 company value: Customer Success Comes First. Working closely with our CEO, COO and executive team, the VP, Customer Success will design and deliver world-class customer experiences while also mentoring and rapidly growing our talented Customer Success team.
Who you are:
Experienced leader with a proven track record of developing strategy and tactics which drive rapid growth, enhance performance, achieve a long-term vision, and maximize value for Clio.
Excellent communicator with the ability to clearly and concisely articulate a vision and value proposition to the company, customers and external stakeholders.
Exceptional analytical, strategic and critical thinking skills to drive the business’s strategy.
Experience scaling a software company at a comparable stage to Clio
Data orientation, with a deep understanding of SaaS metrics.
Experience leading CS teams with SMB or B2C experience in a scaled environment
Proven track record leading all aspects of the post Sales experience including Customer Success, Customer Support and Customer Education
Experience leading a global dispersed CS organization
What you'll be doing:
Scale a high-performing and customer-obsessed team. Hire, coach, and develop the Customer Success leadership team.
Provide exemplary functional leadership with a sense of focus and direction for all Customer Success activities. Partner with leadership across the business to drive value creation for our customers.
Define and lead strategic initiatives for the customer success organization.
Help identify, evaluate, test, track, and report on progress against key strategic priorities to enable growth. Push analytical rigor to measure effectiveness for Customer Success initiatives.
Research and identify opportunities to better support our customers. Coordinate the design, development and execution of training solutions. Determining training and development priorities as a result of needs analysis, and acquiring or developing programs and resources to meet priority needs.
Innovate Clio’s customer experience to create tailored journeys both in a 1:1 environment and at scale
Creating a best in class VoC program that identifies customer needs, pain points and opportunities
Implement data driven propensity models designed to provide the customer with the right opportunity at the right time
Drive growth in SaaS revenue expansion and Clio payments adoption and processing volume.
Build out centers of subject matter excellence within CS to power customer evolution beyond Clio’s products.
Own the definition of all process and knowledge/competency standards across the entire customer journey and ensure adherence to those standards.
Work collaboratively with our Marketing, Sales and Product leaders to ensure a consistent customer/revenue growth strategy.
Manage Key Customer Escalations across Clio’s Mid Market Segment
Some highlights of our Total Rewards program include:
The expected new-hire base salary range for similar roles within Clio is $230,000 - 420,000 USD. This role is eligible for variable pay that is based on company performance, with actual payout amounts calculated and paid on a quarterly basis.
This role has a separate set of CAD region-specific salary ranges.
Competitive, equitable salary with top-tier health benefits, dental, and vision insurance
Hybrid work environment, with expectation for local Clions (Vancouver, Calgary, Toronto, and Dublin) to be in office min. once per week on our Anchor Day.
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
Please note that the expected new hire salary range provided is derived from a group of like roles within Clio. Our salary bands are designed to reflect the range of skills and experience needed for the position and to allow room for growth at Clio. For experienced individuals, we typically hire at or around the midpoint of the band. The top portion of the salary band is reserved for employees who demonstrate sustained high performance and impact at Clio. Those who are new to the role may join below the midpoint and develop their skills over time. The final offer amount for this role will be dependent on geographical region, applicable experience, and skillset of the candidate.
At Clio, we’re more than just a tech company. We’re transforming the practice of law in a permanent and meaningful way that’s bettering the lives of legal professionals while increasing access to justice for all.
We are high achievers who are setting new standards for what it means to be a tech company. In the past three years, we’ve launched a new interface and experience of our software, acquired our first company, launched a second product, secured the largest Series D in Canadian history at the time, and launched a $1 million dollar relief fund to help legal professionals navigate the challenges of COVID-19 (just to name a few).
We are dedicated to creating diverse teams and inclusive workplaces. We know that different perspectives, skills, backgrounds, and experiences result in higher-performing teams and innovation. We believe you do your best work when you can show up as your authentic self—and that’s a key part of our culture.
At Clio, you have the chance to not only do the best work of your career but work that is putting Canada on the global stage. We know our technology changes lives and we’re committed to making an impact. If that’s something that speaks to you—you belong here, too. Join us.
Learn more about our culture and benefits at clio.com/careers
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. We pride ourselves in building and fostering an environment where our teams feel included, valued, and enabled to do the best work of their careers, wherever they choose to log in from. We believe that different perspectives, skills, backgrounds, and experiences result in higher-performing teams and better innovation. We are committed to equal employment and we encourage candidates from all backgrounds to apply.
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.
Learn more about our culture at clio.com/careers