Team Lead, Customer Success Management
Clio is an innovative, culture-focused Canadian based SaaS solution seeking to make a key hire within our Customer Success department - Team Lead of Customer Success Management.
Reporting to the Senior Manager of Customer Success Management, you will provide leadership, mentorship and assistance to day-to-day operations of Clio’s growing team of Customer Success Managers. This department is responsible for retaining our Mid-Market customers and growing revenue across a customer’s lifetime with Clio. We are seeking for someone with an entrepreneurial spirit that has strong previous experience in both B2B customer success management and leadership. This role is open to candidates in our Vancouver, Calgary, or Toronto hub locations.
Who you are:
Someone with an infectious passion and commitment to Customer Success with a proven track record of managing enterprise level portfolios in a Saas environment, customer journey and the systems that support
Top performer with results demonstrating excellence around enhancing the customer experience, and building systems and efficiencies into the organizations/teams you have led/served on
Analytical thinker who knows how/where to find the intel to drive strategic decisions with priority
Experience with different touch models and varying customer portfolios
A solution-focused problem solver who thrives finding solutions to tough challenges
Passionate about team leadership, coaching and developing others
An empathetic leader who listens to learn and who operates from a place of curiosity and knows when to challenge
Someone who speaks and writes with clarity and verve and able to successfully articulate technical product specifications and product value propositions
Self-motivated, confident, competitive, detailed-oriented, and big appetite for high achievement
People centered leader and someone with superior relationship building and interpersonal skills with the ability to inspire the best out of those around you
What you'll work on:
Executing strategic customer success initiatives, leveraging analytical insights to identify opportunities for process improvement and customer satisfaction enhancement.
Collaborating with cross-functional teams to ensure alignment with organizational goals.
Harnessing your analytical skills to develop data-driven insights into customer behaviour, needs, and trends.
Building programs to support team in KPI attainment, customer adoption and growth with customer delight in mind and by continuously improving net retention and key metrics.
Directing and mentoring a high-performing Customer Success team, fostering a culture of accountability, innovation, and continuous improvement. Providing guidance on best practices, customer engagement strategies, and effective use of analytical tools for performance management.
Identifying, constructing and improving processes and playbooks to address needs in a scalable and repeatable way.
Collaborating with product development, sales, and other relevant teams to ensure a cohesive and customer-centric approach.
Championing the voice of the customer within the organization, influencing decisions that positively impact customer success.
Ensuring execution of customer journey touchpoints, including onboarding, business reviews, retention, upsells and other opportunities.
Overseeing escalations for assigned accounts and team’s accounts.
Supporting the Senior Manager in managing funnels and provide visibility to at risk customers and expansion pipelines.
What you may have:
2-4 years of previous experience in a B2B software within Customer Success Management
1-2 years of previous leadership experience in a Team Lead role
Strong sense of self awareness and accountability
Experience in owning customer escalations and outcomes
Experience with CS systems (Salesforce.com, Gainsight, ChurnZero etc.)
Serious bonus points if you have:
Experience with BI tools
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:
The expected salary range* for similar roles within Clio is: $95,400 to $135,700
Competitive, equitable salary with top-tier health benefits, dental, and vision insurance
Hybrid work environment, with expectation for local Clions (Vancouver, Calgary, Toronto, and Dublin) to be in office min. once per week on our Anchor Day.
Flexible time off policy, with an encouraged 20 days off per year.
$2000 annual counseling benefit
RRSP matching and RESP contribution
Clioversary recognition program with special acknowledgement at 3, 5, 7, and 10 years
*Please note that the expected new hire salary range provided is derived from a group of like roles within Clio. 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