Clio is the global leader in legal AI technology, empowering legal professionals and law firms of every size to work smarter, faster, and more securely.

We are transforming the legal experience for all by bettering the lives of legal professionals while increasing access to justice.

Summary:

The Role

At Clio, we are more than just a legal software company; we are pioneers in transforming the legal experience for all. As the Customer Success Team Lead (EMEA), you will play a critical role in shaping the future of our customer journey for a rapidly expanding region. Reporting to the Director of Customer Success, EMEA, You will lead a high-impact team consisting of Customer Success Managers (CSMs) and our newly established Scaled Success Account Management team.

We are seeking a tenacious, data-driven leader who thrives on building structure from the ground up, coaching individuals to exceed KPIs and maximise their potential. You will work in lockstep with our Sales, Onboarding, and Data Migration teams to ensure a seamless experience from initial launch throughout the customer lifecycle. As a vital member of the EMEA Management team, you will represent the Voice of the Customer to our Product organisation, ensuring our roadmap aligns with regional needs as we continue to scale.

What Your Team Does

The EMEA Success team is the engine driving retention, adoption, and growth for Clio’s diverse regional portfolio. You will lead two specialised motions: a Mid-Market CSM team hyper-focused on delivering high-touch, strategic consultancy for our most complex firms, and a Scaled Success Account Management team, a newly established innovation hub in EMEA. Together, these teams ensure every customer, from solo practitioners to large firms, unlocks the full value of Clio’s core platform and AI offerings, driving the legal industry forward through tailored workflows, proactive enablement, and a relentless focus on long-term business impact.

What you’ll work on:

Manage and coach a team of CSMs and Scaled Account Managers, fostering a culture of high performance, resilience, and continuous improvement
Drive the team toward excellence in core metrics, including Net Retention (NRR), customer adoption, and expansion growth
Engage directly with key accounts supporting your team, attend industry events and conduct client on-sites to deepen relationships and ensure Clio’s value is fully realised
Assist in building structure for key motions such as Executive Business Reviews, account plans and health checks for the EMEA book

Act as the first line of leadership investigation for customer escalations, identifying root causes and partnering with cross-functional stakeholders to drive swift resolutions
Build a robust partnership with the Product team. Act as the primary advocate for EMEA customers by translating feedback into clear technical specifications and high-impact value propositions
Conduct detailed reporting on customer behaviour, needs, and trends to inform team strategy
Regularly monitor health metrics to proactively identify at-risk accounts and capture potential expansion opportunities
In partnership with Sales, Onboarding, Data Migrations and CS Operations, develop scalable, repeatable processes and playbooks that ensure efficient execution across the entire customer base
Tackle complex challenges with creativity and agility, ensuring that our product and processes evolve to meet the unique needs of the legal industry

Requirements

2-3+ years leading Customer Success Managers or Account Managers preferably within SaaS.
A proven passion for people management and a track record of coaching individuals towards KPIS
Strong analytical skills with the ability to interpret data to drive strategy and solve complex business problems
The ability to articulate technical concepts and product value propositions with clarity and impact
A collaborative mindset with the ability to influence cross-functional teams (Product, Sales &Ops).
A healthy obsession for customers, and an incessant drive to innovate
Ability to travel as needed for client visits and regional events

Bonus points if you have:

Legal Tech Knowledge: Familiarity with the legal industry, law firm operations, or the specific challenges faced by legal professionals in the EMEA region
Experience building or managing digital-led or scaled customer success motions
Experience growing and scaling Customer Success teams within a fast-moving, entrepreneurial environment
CS Tooling: Advanced proficiency with platforms like Gong, Gainsight, ChurnZero and Salesforce, to build automated "playbooks", “automations” and "health scores"

What you will find here:

Compensation is one of the main components of Clio’s Total Rewards Program. We have developed a series of programs and processes to ensure we are creating fair and competitive pay practices that form the foundation of our human and high-performing culture.

Some highlights of our Total Rewards program include:

Competitive, equitable salary with top-tier health benefits and dental coverage
Hybrid work environment, with expectation for local Clions (Vancouver, Calgary, Toronto, Dublin and Sydney) to be in office minimum twice per week.
Flexible time off policy
Pension contribution
Clioversary recognition program with special acknowledgement at 3, 5, 7, and 10 years

The expected salary range* for this role is €72,400 to €90,500 to €108,600 EUR. There are a separate set of salary bands for other regions based on local currency.

*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.

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

We're a Human and High Performing AI company, meaning we use artificial intelligence to improve all of our operations. In recruitment, AI helps us streamline the process for greater efficiency. However, we've built our systems to ensure that a human always reviews AI-generated output, and we never make automated hiring decisions.

Disclaimer: We only communicate with candidates through official @clio.com email addresses.

Team Lead, Customer Success Manager

Benefits

Job Description