Job Description
Director, Customer Success, EMEA (Fixed Term Contract)
We are seeking a Director of Customer Success to lead our Customer Success team in Ireland on a 9-month fixed-term contract basis.
This role involves 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.
Key Responsibilities:
- Lead our international customer success efforts, overseeing multiple customer success functions including onboarding, support account management, and data migration.
- 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.
- Develop the growing EMEA Customer Success team and have a meaningful impact on company culture in Ireland.
- 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.
Requirements:
- At least 4+ years of people management experience and skilled at hiring, managing, and upleveling talent.
- 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 churn.
- Strong analytical skills with an ability to analyze and manipulate data.
- Experience using BI tools such as Looker or Tableau.
What We Offer:
- Competitive, equitable salary with top-tier health benefits and dental coverage.
- Hybrid work environment, with expectation for local Clions (Dublin) to be in office at least once per week.
- Flexible time off policy.
- Pension contribution.
- Clioversary recognition program with special acknowledgement at 3, 5, 7, and 10 years.
Clio is a global leader that is transforming the legal experience for all by bettering the lives of legal professionals while increasing access to justice.
We are dedicated to diversity, equity, and inclusion, and we encourage candidates from all backgrounds to apply.