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Director Customer Success, EMEA

Clio

Clio

Customer Service, Sales & Business Development
Dublin, Ireland
Posted on Saturday, January 27, 2024

Clio is more than just a tech company–we are a global leader that is transforming the legal experience for all by bettering the lives of legal professionals while increasing access to justice.

Summary:

We are currently seeking a Director of Customer Success to lead our Customer Success team in Ireland. This role can be performed from our Dublin office, remotely across Ireland, or a combination of both. This role will involve occasional travel to the UK and North America for meetings and events.

Clio’s Dublin team drives our EMEA expansion and is home to product development, sales, marketing, and customer success. The team operates like a startup within a larger company, which means we experiment and blaze the trail for Clio in new markets around the world.

We are looking for someone who is interested in playing a critical leadership role in a close-knit, supportive team as we strive to become the market leader in the UK.

What your team does:

Our Customer Success team is hyperfocused on providing an exceptional customer lifecycle experience. We are a dedicated team who enjoy what we do and are serious about making a positive impact on our customers’ businesses.

Who you are:

You are an empathetic leader with a passion for driving alignment. Reporting directly to the Global Vice President of Customer Success at Clio, you will lead our international customer success efforts, overseeing multiple customer success functions including onboarding, support account management and data migration. You thrive in collaboration - as a key member of the EMEA leadership team you’ll work with our Sales, Product, Marketing and Engineering leaders to drive our Go To Market strategy in new and existing regions. You’ll also collaborate closely with our customer success team in North America. You’ll develop the growing EMEA Customer Success team, and have a meaningful impact on company culture in Ireland.

What you’ll work on:

  • Partner with Clio’s EMEA General Manager and the rest of the EMEA Leadership team to plan and execute on a Go To Market strategy

  • Play a key role in the development of a multi- product success strategy for Clio in EMEA

  • Actively coach and become a trusted advisor, providing continuous skill development opportunities to both individual contributors as well as other leaders

  • Build trust with stakeholders using curiosity and empathy

  • Exemplify Clio values, partnering with stakeholders across EMEA to create and foster a values-driven culture for all Clions

  • Scale systems, processes and workflows to ensure all activities in the CS EMEA org are streamlined, efficient and lead to high productivity outputs

  • Build and maintain strong relationships with key accounts, acting as a trusted advisor to our customers. Understand their unique needs, proactively identify growth opportunities, and address any concerns or escalations

  • Responsible for escalations and managing relationships with key customers

  • Participate in organizational operating rhythms like strategic planning, talent planning, forecasting, and budgeting.

  • Coordinate and lead the team OKR Process

  • Collaborate closely with the North American Customer Success team to support EMEA activities

  • Play a key role in setting the strategic direction for Customer Success in EMEA

What you may have:

  • You’re an empathetic leader with at least 4+ years of people management experience and you’re skilled at hiring, managing, and upleveling talent.

  • Have at least 3+ years of experience leading a customer success function within the SaaS industry .

  • Experience with driving processes such as increasing net retention and minimizing the churn

  • Strong analytical skills with an ability to analyze and manipulate data. Experience using BI tools such as Looker or Tableau

  • Strong verbal and written skills with a strong ability to articulate and communicate strategies and plans

  • Demonstrated success with cross-functional coordination, including planning, execution tracking, decision making, and OKR management

  • Experience using Salesforce

  • Familiarity with ChurnZero or GainSight would be beneficial

Why Clio

  • Generous compensation plans including stock options and a bi-annual salary review process

  • Pension Matching program

  • Health Insurance and Dental cover including paid cover for dependants

  • Clio’s Flex Paid Time Off Policy means there is no pre-set limit to the amount of time you are able to take during any calendar year!

  • Paid Parental Leave for mothers and fathers

  • Educational and learning stipend;

  • Employee Assistance Programme

  • We provide Macbooks as standard and any other tools you require to do your best work along with a generous allowance to create your perfect home office environment

  • The chance to do work that matters on a product that truly changes lives. This is the place for driven people who want to make their mark;

  • The freedom to choose your own path (and change it) to build a meaningful career that works for you, with the support of your leaders;

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