Clio
Director, Customer Success International
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Senior Director, International Customer Success
Location: Hybrid (primary location: Dublin, EMEA-wide)
Company: Clio
About the Role
Clio is the global leader in legal AI technology, empowering legal professionals across the globe to work smarter, faster, and more securely. We are on a mission to transform the legal experience by improving lives of legal professionals while increasing access to justice.
This is a rare opportunity to lead world-class Customer Success across Clio's international markets—one of the fastest-growing legal SaaS platforms in the world.
In this role, you will own the end-to-end Customer Success (CS) experience for Clio's core practice management platform and Clio Work, our AI-powered Legal AI assistant. Your mandate is to build a high-performing team focused on complex, high-value customer relationships, positioning CS as a core revenue engine, allowing AI and automation to manage repetitive workflows.
What You Will Build & Own
- Scale Customer Success to cement Clio’s position as the Legal AI leader
- Own strategies and execution across Customer Success Managers (CSMs), account management, renewals, digital success, onboarding, and support
- Grow net revenue retention (NRR), expand into new markets, and mature team structures aligned with Clio’s growth trajectory
- Position Clio Work adoption internationally, creating an AI-first success playbook responsive to each customer segment and regulatory/cultural context
- Drive award-winning international growth through revenue operations, AI-powered insights, and high-value relationship management
- Serve as escalation executive for critical incidents
- Represent user voice internally across leadership and cross-functional teams, ensuring impactful customer-informed product development
- Co-lead the International CS Monthly Business Review (MBR) and OKR alignment, ensuring visibility to senior stakeholders across forecasting, budgeting, and talent planning
Team & Culture Leadership
- Develop, inspire, and lead a 25+ person team fostering improved operational excellence and a customer-obsessed mindset
- Act as driver of cultural excellence, joining Clio’s International Leadership Team
- Champion the recruitment of AI-savvy Customer Success professionals eager to redefine industry standards
AI-First Customer Success Architecture & Outcomes
- Design international CS growth strategy with an AI-first model, leveraging advanced partners like Claude, Copilot, and Gemini for tailored customer interactions
- Build and scale three CS motions across markets:
- High-touch Customer Success Management (CSM) for key accounts
- Scaled CS for SMBs
- Digital CS for all segments
- Optimize product-led growth (PLG) interactions, ensuring enough friction at key conversion/adoption phases while acting as epidermal bridge between Customer Success and product roadmap decisions
Operational Excellence & Scale
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- Drive critical CS performance metrics: NRR, GRR, expansion revenue, CSAT, and AI-based efficiency KPIs
- Forecasting and budgeting with AI-augmented insights
- Managing relationships with Claude, Salesforce, ChurnZero/Gainsight, Zendesk, and beyond, ensuring seamless integration of advanced AI capabilities
Key Responsibilities
- Developing and scaling AI-first CS operations across North America, EMEA, Asia Pacific, and beyond
- Growing and managing a 25+ headcount team in international high-growth marketplaces
- Integrating advanced AI tools in CS workflows, auto-summaries, churn prediction, and AI-assisted restoration planning
- Maintaining and raising expansion revenue through end-user targeting, proactive customer success motions, and enhanced strong areas of expertise
- Directly driving close alignment with the Global CEO and senior stakeholders
What You Bring
Required Experience
- 8+ years in Customer Success, with 4+ years managing teams in fast-growing, B2B SaaS environments
- Demonstrated track record scaling CS operations across multiple geographies and functions
- Experience managing key fiscal KPIs like NRR, GRR, expansion revenue, customer satisfaction (CSAT), and time-to-value
- Proven experience building AI-driven workflows that reduce manual administrative burden for CS teams
- Ownership of CS motions in multi-product environments serving complex customer segments
- Alignment within high-trust sectors (e.g., legal tech, professional services), requiring adept attention to content accuracy and compliance
Strong Differentiators
- Deep fluency in AI: Evaluate and implement AI tools across Claude, Copilot/Gemini
- Legal tech familiarity, experience with regulated environments managing high-stakes information
- Hands-on deployment of AI technologies like automated summaries, churn prediction systems, AI-assisted quarterly business reviews(QBRs), and self-service pipelines
- Pipeline of culture-aligned talent adaptable for AI-forward model
- Strong cross-regional adaptation ability overcoming cultural, regulatory, and operational hurdles in varied markets
- Performance in product-led growth (PLG) environments, with defined drive-towards self-service success models
Preferred Traits
You demonstrate:
- Operative flair for systems thinking within evolving ecosystems
- Energy to embrace ambiguity, construct enterprises from the ground up
- Culturally fitting mentality on driving high-performing, self-sufficient teams
- Efficient communication styles understandable by both technical and executive stakeholders
- Clear commitment to global collaboration, ensuring cohesive, distributed team performance
Technology You’ll Work With
Explore foundational tools facilitating AI-driven workflows and efficient operations:
| Category | Tools |
|---|---|
| AI Enterprise Platform | Claude, Copilot, and proprietary AI integrations |
| CS Platforms | ChurnZero, Artificial Intelligence-consolidating platforms |
| CRM & Account Management | Salesforce |
| Analytics & BI | Claude, Looker |
| Collaboration & Productivity | Slack, expanded Google Suite offerings |
| Knowledge Base & Support | Zendesk, Gainsight-like solutions |
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Clio’s Total Rewards Commitment
Our reward model prioritizes equitable competitiveness and sustaining a human-first high-performing culture.
Highlights
- Competitive salary ($124,400–$186,600 EUR)
- BTW health model inclusive of compensation, pension contribution, and dental coverage
- Flexible 2 days off policies (adjusted for local market climates)
- Uncapped commission potential alongside core base range ($24,900−$37,300 EUR)
- Clioversary extension program celebrating career milestones with dedicated recognition
Note
- Work<head-backed residential specificities and qualifications sets the benchmark for different regional bands. Aimed to allow fair alignment based on candidate value-add, individual worth and progression merits.
- Titles purely denote duties and aren’t comparative indicators of equity.
Diversity, Inclusion, Belonging & Equity
Clio values cultural diversity, fostering a welcoming environment ensuring every voice is heard. We intentionally recruit from diverse backgrounds, recognizing a common thread of symbiotic value-add.
Commitment Section
Clio provides accessibility accommodations during the recruitment process. Should any requirement need adjustment, kindly inform us, and we'll create measures to ensure accessibility.
Learn more about our culture at clio.com/careers.
About Clio
Clio is positioned and future-proofing the legal sector by integrating AI and scalable solutions to transform workflows.
Mission & Vision
Positioned as viewers and creators of the first Intelligent Legal Work Platform (ILWP), simplifying complex challenges through Unified Systems of Action merging Clio practice management, Clio Work™, AI-native infrastructure with cross-industry seamless transfers.
Recognition
- Offered as Centaur firm milestone globally within SaaS private entities.
- Featured among Forbes Cloud 100, Fortune Future 50 circuit, widely known for Innovation Year honors.
- **Canada’s Best Managed Companies, Top Employer for Young Talent.
Clio team grows across its headquarters and offices internationally including Vancouver, Toronto, Calgary, Dublin, Manchester, Sydney, Barcelona, and Bogotá reflecting unite diversity of thought amid unilateral growth.
Join Clio and define the future of legal work through AI!
For insights and applications, visit: clio.com/careers.
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