Customer Success Team Lead SaaS

Lead customer success in a SaaS environment at Clio, using coaching and data analysis to support global Customer Success Managers.

As Team Lead of Customer Success Management, you will report to the Director of Customer Success Management. You will guide North America-based team members while supporting retention, product adoption, and revenue growth across Mid-Market customers. The work combines performance management, customer journey oversight, and process creation.

Key Responsibilities:

• Coach and mentor the North America-based Customer Success team
• Drive customer satisfaction and customer journey process improvements
• Monitor lifecycle stages, health metrics, and customer portfolios
• Support escalations and identify root causes with stakeholders
• Develop scalable processes and customer success playbooks

Requirements:

• Four-plus years in B2B software Customer Success Management
• Two-plus years of Team Lead or CSM leadership experience
• Experience with QBRs, scorecards, performance reviews, and BI tools
• Experience owning customer escalations and outcomes
• Experience with Salesforce.com, Gainsight, or ChurnZero

Bring B2B customer success leadership, data-driven decision-making, and coaching expertise to Clio’s growing global team.