Director of Customer Success International

Join Clio, a leading legal SaaS platform, as the Director of Customer Success International. In this role, you will lead the end-to-end customer success experience across Clio's international markets, build a high-performing team, and drive growth through customer success initiatives. You will also partner closely with cross-functional stakeholders and represent the voice of the customer internally.

• Diriger l'expérience client de bout en bout, en construisant une équipe axée sur les relations clients complexes et à forte valeur ajoutée.
• Développer et exécuter des stratégies de succès client alimentées par l'IA, en augmentant les revenus nets de rétention (NRR) et en élargissant la portée sur de nouveaux marchés.
• Diriger et inspirer une équipe de plus de 25 personnes, en favorisant une culture d'amélioration continue et d'excellence opérationnelle.
• Demonstrated track record building and scaling international or global CS organizations of 20+ across multiple functions and geographies
• Strong command of CS operations metrics with a bias toward outcome-driven, AI-augmented efficiency
• Experience building and executing multiple CS motions simultaneously (high-touch, scaled, and digital/tech-touch)
• Experience supporting complex, multi-product SaaS environments with distinct customer personas and technical depth requirements
• 8+ years in Customer Success, with at least 4+ years in senior people management roles in high-growth B2B SaaS environments
• Direct ownership of key CS metrics: NRR, GRR, expansion revenue, CSAT, and time-to-value
• 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
• Hands-on experience deploying AI in CS workflows — auto-summaries, churn prediction, AI-assisted QBRs, digital success plays
• Experience navigating multi-national operations across varying regulatory, cultural, and market environments
• Experience in legal tech, professional services SaaS, or other high-trust, regulated verticals where content accuracy and compliance carry real stakes
• 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)
• Track record building feedback loops between CS signal and product roadmap — not just reporting issues, but influencing roadmap priorities
• A communicator who can translate complex operational and AI concepts for executive audiences and frontline teams alike
• Energized by ambiguity and building new things, not just optimizing existing ones
• A culture carrier who creates environments where high performers thrive and everyone has a clear path to growth
• A genuine global collaborator, not a siloed regional operator — you build bridges across geographies and time zones
• An operator who thinks in systems — you see the whole board, not just the next move
• Genuinely excited about AI — you actively use enterprise AI tools in daily work and want to be on the frontier
• You'll be expected to evaluate, select, and drive adoption of tools across these categories:
• Analytics & BI: Claude, Looker
• AI CS Platforms: ChurnZero, AI-native CS tooling
• AI Enterprise Platform: Claude (primary), with fluency across AI-native CS tooling
• Knowledge Management & Support: Zendesk and equivalents
• Communication & Productivity: Slack, Google Workspace
• CRM: Salesforce (pipeline management, account health, CS reporting)