Vice President of Customer Success

-Clio

is more than just a tech company-we are a global leader that is transforming the legal experience for all by

bettering the lives of legal professionals

while

increasing access to justice

Summary

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.-
• 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

About Clio

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 t