Director, Customer Success International
Core
Lead world-class Customer Success across Clio's international markets, owning the end-to-end experience for Clio's core practice management platform and Clio Work (Legal AI assistant) to drive growth and retention.
Role type
Director, International Customer Success
Builds
A regionally distributed, high-performing international CS organization serving EMEA and beyond, scaling from 25+ to a larger team with distinct high-touch, scaled, and digital motions.
Domain
Legal SaaS / Legal AI / International B2B
Deliverable
production ML models | product features | dashboards & analysis | client delivery
Required skills
International CS strategy, scaling CS organizations (20+), managing NRR/GRR/expansion revenue, building multi-motion CS models (high-touch/scaled/digital), AI fluency and implementation, cross-functional GTM partnership, executive communication, team leadership (25+), operational metrics ownership.
Preferred skills
Legal tech or regulated vertical experience, PLG success models, AI-native tool evaluation, hypergrowth environment navigation.
Technologies
Salesforce, ChurnZero, Gainsight, Looker, Zendesk, Slack, Google Workspace, Claude, AI-native CS tooling.
Responsibilities
Own international CS strategy and operating model; scale team structure and coverage; drive Clio Work adoption and AI-era success plays; manage budget and ROI for team/AI investments; lead forecasting and workforce planning; serve as escalation executive for critical incidents; partner with Sales/R&D/RevOps on global GTM.
Seniority
Director, hands-on IC with strategic leadership