Director of Customer Success - International Markets

About Clio and Role Overview

Clio is a leading global provider of legal AI technology designed to enable legal professionals and law firms of varying sizes to operate with greater efficiency, speed, and security. With a mission to enhance the legal profession and expand access to justice, Clio is seeking a Director of Customer Success for its international operations. This role involves spearheading Customer Success initiatives across multiple international markets for Clio's core practice management software and the AI-based assistant, Clio Work.

Key Responsibilities

• Develop and execute the international Customer Success (CS) strategy and operational framework, encompassing customer success managers, account management, renewal processes, and digital success, collaborating with onboarding and support teams to enhance net revenue retention and expansion into new markets.
• Expand the existing Customer Success team from 25+ members to a distributed, high-performing organization across EMEA and other regions, establishing team structures, coverage, and career paths appropriate for each growth phase.
• Promote adoption of Clio Work in international markets by architecting AI-driven customer success approaches tailored to product complexity and client segments.
• Drive international Customer Success as a primary revenue driver by leveraging every client interaction to increase net revenue retention.
• Act as the senior escalation point for critical customer or product issues and advocate customer interests internally at the highest levels.
• Collaborate closely with global customer success leadership and cross-functional teams including Sales, R&D, Marketing, Revenue Operations, and Data Intelligence to align global go-to-market and product strategies.
• Lead international Customer Success monthly business reviews and objective setting, maintaining transparency of performance and representing the function in strategic planning, budgeting, and forecasting discussions.
• Recruit, mentor, and inspire a multi-national team fostering a culture focused on operational excellence, continuous improvement, and customer obsession.
• Serve on the International Leadership Team contributing to cultural and strategic initiatives.
• Design and implement an AI-first Customer Success model prioritizing human focus on complex client interactions while automating routine coverage using AI-driven tools.
• Develop and mature three Customer Success engagement models (high-touch for key accounts, scaled for small/mid-sized businesses, and digital self-service) utilizing AI features such as auto-summary, churn prediction, and AI-enhanced quarterly business reviews.
• Integrate product-led growth (PLG) strategies and build a feedback loop between customers, product, and engineering to inform product roadmap based on customer success signals.
• Set and monitor key performance indicators including net revenue retention, gross revenue retention, expansion revenue, customer satisfaction, and AI-powered efficiency metrics.
• Manage forecasting, budgeting, and workforce planning to scale efficiently while incorporating AI-augmented workflows.
• Oversee the deployment and management of Customer Success technological stacks including AI platforms like Claude, Salesforce CRM, ChurnZero/Gainsight, knowledge bases, and AI customer success tools.

Candidate Profile and Qualifications

• Minimum 8 years in customer success roles, including at least 4 years managing teams in fast-growing B2B SaaS organizations.
• Proven experience scaling global or international customer success teams of 20 or more people across diverse markets and functions.
• Demonstrated ownership of critical customer success metrics such as net revenue retention, gross revenue retention, customer satisfaction scores, and expansion revenue.
• Expertise managing multiple customer success engagement types simultaneously, including high-touch, scaled, and digital or technology-enabled models.
• Strong operational acumen with a focus on data-driven and AI-enhanced customer success efficiency.
• Experience managing complex multi-product SaaS portfolios requiring deep technical understanding and servicing various customer personas.
• Preferred qualifications include deep AI fluency, practical experience deploying AI tools in customer success workflows, experience in regulated industries like legal tech or professional services SaaS, and proficiency in navigating multinational regulatory and cultural contexts.
• Experience in hypergrowth environments with rapid business expansion and relatively slower headcount increases.
• Knowledge of product-led growth models with in-product triggers, proactive outreach, and self-service optimization.

Desired Personal Traits

• Systems thinking operator who grasps broad strategic contexts beyond immediate tasks.
• Comfortable and enthusiastic about ambiguity and building new operational frameworks rather than just optimizing existing ones.
• Genuine passion for AI technologies and eagerness to be at the forefront of AI integration in customer success.
• Strong communication skills able to convey complex operational and AI concepts effectively across various stakeholder levels.
• Collaborative leader who bridges geographical and cultural divides and fosters a globally connected team.
• Culture cultivator who promotes high performance and clear growth opportunities for team members.

Technology Stack

• Primary AI Enterprise Platform: Claude
• Customer Success AI platforms: ChurnZero, AI-native CS tools
• CRM system: Salesforce
• Analytics and Business Intelligence: Claude, Looker
• Communication and Productivity: Slack, Google Workspace
• Knowledge Management and Support Platforms: Zendesk or equivalents

Compensation and Benefits

• The total on-target compensation ranges from €149,300 to €223,900, including base salary and variable pay contingent on performance.
• Competitive salary benefits including premium health and dental insurance.
• Hybrid work policy requiring onsite presence at least twice weekly for Dublin and other local offices.
• Flexible time off arrangements.
• Pension contributions.
• Long service recognition program at milestone anniversaries (3, 5, 7, and 10 years).

Diversity and Inclusion Commitment

Clio values diverse perspectives and is committed to fostering an inclusive environment where all employees feel welcomed, respected, and empowered. Accessibility accommodations are available during recruitment and employment.

Note

This role is based onsite in Dublin, Ireland, and communication concerning recruitment is exclusively through official company email addresses.