Team Lead, Customer Success Manager

Clio
Toronto
Workplace: OnsiteFull timeCAD 95,200 - 142,800 annuallyFunction: Customer Success & Account ManagementExperience: 4+ yearsSkills: ["Communication","Leadership","Problem-solving"]

Lead and mentor Clio’s North America-based Customer Success Managers, driving data-driven customer journeys, retention, and revenue growth across mid-market and enterprise accounts. Partner with Sales, Product, and Marketing to align strategic initiatives, develop scalable processes, and deliver high-impact customer outcomes in a SaaS environment.

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Clio
Clio
2 months ago

Team Lead, Customer Success Manager

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Last checked: 17 hours agoStatus: Live

Job Summary

Lead and mentor Clio’s North America-based Customer Success Managers, driving data-driven customer journeys, retention, and revenue growth across mid-market and enterprise accounts. Partner with Sales, Product, and Marketing to align strategic initiatives, develop scalable processes, and deliver high-impact customer outcomes in a SaaS environment.
Location: Toronto
Workplace: Onsite
Employment Type: Full time
Job Function: Customer Success & Account Management
Seniority: Manager level

Key Responsibilities

  • •Provide coaching and mentorship to the North America-based team, fostering a culture of accountability, innovation, continuous improvement, and high performance, ensuring consistent development and effective performance management across all team members.
  • •Design and drive initiatives to enhance customer satisfaction, leveraging data insights to identify opportunities for process improvements that optimize the customer journey
  • •Oversee the execution of critical lifecycle stages ensuring consistency and high impact at every point in the customer journey.
  • •Oversee a diverse portfolio, conducting detailed reporting and analysis to drive insights into customer behavior, needs, and trends. Use these insights to inform team strategies that support KPI attainment, including net retention, customer adoption, and growth.
  • •Regularly monitor and report on customer health metrics, proactively identifying at-risk accounts and potential expansion opportunities to support the Director in managing funnel visibility and strategic decision-making.

Pay and Benefits

Salary: CAD 95,200 - 142,800 annually
Perks:Health InsuranceDentalVisionRrsp MatchingResp Contribution

Key Requirements

  • •4+ years of prior experience in a B2B software within Customer Success Management.
  • •2+ years of leadership experience in a Team Lead, CSM role.
  • •Experience with business reviews, QBRs, scorecards, performance reviews, project management and BI tools.
  • •Experience with CS systems (Salesforce.com, Gainsight, ChurnZero etc.).
  • •Experience growing and scaling Customer Success teams.
Experience:4+ yearsSaaSB2BEnterprise software
Skills:CommunicationLeadershipProblem-solving
Languages:English
Tech Stack:SalesforceGainsightChurnZeroBI tools

Company Brief

Clio
Provides cloud-based practice management, client intake, billing, and legal productivity software for law firms. Clio helps legal professionals manage cases, documents, timekeeping, and payments through an integrated SaaS platform.
Industry: LegalTech
Headquarters: Vancouver, Canada
Founded: 2008
WebsiteLinkedIn