Customer Success Specialist at GeoVictoria ensuring effective platform use and customer satisfaction. Engaging clients in Santiago, Chile to foster relationships and promote growth.
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Hybrid Team Lead, Customer Success Manager
Posted last month
About the role
- Customer Success Team Lead managing Customer Success Managers and Account Managers for Clio's EMEA operations. Driving retention, adoption, and growth in a client-focused role.
Responsibilities
- 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 Clio’s 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
- Growth mindset when it comes to process improvement and new technologies, especially AI
- Ability to travel as needed for client visits and regional events
Benefits
- 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
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