Team Lead, Customer Success Management

The Team Lead, Customer Success Management at Clio is the catalyst that transforms legal‑tech users into lifelong advocates. Based in Toronto, ON, Canada, or Calgary, AB, Canada, you will own the end‑to‑end success journey for our SaaS‑driven law practice platform, ensuring firms of all sizes realize measurable productivity gains, compliance confidence, and revenue growth. This role sits at the intersection of cloud data services, enterprise software, and legal innovation, directly influencing product adoption and market leadership. You will guide a high‑performing team of Customer Success Managers, partner with product, sales, and engineering, and shape the roadmap that keeps Clio at the forefront of the legal tech ecosystem. With clear pathways to senior leadership, you’ll expand your influence from regional accounts to global strategy, positioning yourself as a thought leader in customer‑centric growth.

- Lead, coach, and mentor a team of 8‑12 Customer Success Managers, driving performance metrics such as Net Retention Rate, expansion revenue, and churn reduction.
- Design and execute tailored onboarding, adoption, and renewal programs for law firms leveraging Clio’s cloud‑based practice management suite.
- Analyze usage data and legal‑tech trends to deliver actionable insights that inform product enhancements and upsell opportunities.
- Collaborate cross‑functionally with Product, Engineering, and Sales to resolve escalations, prioritize feature requests, and align on roadmap initiatives.
- Develop and present executive‑level business reviews that showcase ROI, workflow efficiencies, and compliance outcomes for key accounts.
- Champion best practices in customer communication, change management, and data security within the legal industry.
- Report directly to the Director of Customer Success, contributing to strategic planning and quarterly forecasting.

Joining Clio means becoming part of a purpose‑driven, award‑winning culture that values transparency, empathy, and continuous learning. You’ll thrive in an environment where innovation meets impact—helping legal professionals modernize their practice while you accelerate your own career through mentorship programs, industry conferences, and a clear ladder to senior leadership. As the legal sector embraces cloud transformation, your expertise will shape the future of law firm operations worldwide. Clio offers flexible work arrangements, comprehensive health benefits, generous parental leave, and a vibrant community that celebrates diversity and inclusion. If you’re passionate about delivering exceptional customer experiences and want to lead a team that drives real business outcomes, this is the opportunity to make your mark at the heart of legal tech.