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 Clios 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 Clios 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 youll 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 Clios 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 Clios 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

*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 todiversity 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 a Human and High Performing AI company meaning we use artificial intelligence to improve all of our recruitment AI helps us streamline the process for greater efficiency. However weve 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 @ email addresses.