[Remote] VP, Global Customer Support

Note: The job is a remote job and is open to candidates in USA. Clio is seeking a Vice President of Global Customer Support to lead its worldwide customer support strategy across its practice management platform and Clio Work. The role will oversee a 150+ person organization, evolve support into an AI-first model, own the support P&L, and drive service quality, retention, and cross-functional product alignment.

Responsibilities

• Define and execute the multi-year global support strategy, including the operating model, service architecture, geographic footprint, and AI roadmap
• Own the P&L for global support, making deliberate trade-offs between cost to serve, service quality, and growth contribution — and defending them at the executive and board level
• Align with the C-suite on company-wide priorities, representing the voice of the customer at the highest level of the organization
• Set the standard for what world-class service means at Clio and hold the broader company accountable to it
• Lead, develop, and inspire a 150+ person global organization across five locations, building a bench of support leaders capable of scaling well beyond current size
• Recruit and develop top-tier leadership talent with a specific lens on AI-native and AI-fluent professionals who are excited about redefining their roles alongside technology
• Build a culture of continuous improvement, psychological safety, and AI curiosity — and lead the organization through significant role and workflow change with credibility and care
• Design the career architecture, competency frameworks, and enablement systems required for a support organization whose work is fundamentally changing
• Own the strategy and execution to evolve support into an AI-first model — elevating Clions to the complex, high-judgment work while AI agents handle routine inquiries at scale
• Evaluate, select, and drive enterprise adoption of AI support platforms (e.g., Maven AI, Decagon, Sierra, Intercom Fin, or equivalent), owning the build-versus-buy decisions and vendor relationships
• Deploy intelligent AI voice and chat agents capable of handling complex, multi-product workflows for legal professionals, and set the governance for escalation logic, confidence thresholds, knowledge curation, and human-in-the-loop design
• Build AI-assisted agent tooling — agent assist, real-time suggestions, auto-summaries — that measurably improves time to resolution and first-contact resolution
• Establish the accuracy, compliance, and quality standards that AI-delivered support must meet in a high-trust, regulated vertical, and own accountability for them
• Own support's contribution to retention and expansion, including the identification and conversion of Customer Success Qualified Leads (CSQLs) at every touchpoint
• Build PLG-integrated support motions — in-product nudges, proactive outreach triggers, self-service optimization — that reduce friction at critical conversion and adoption moments
• Partner with Revenue, Marketing, and Post Sales to make support a measurable input to net revenue retention, not an adjacent function
• Own the end-to-end support lifecycle for Clio's core practice management platform and for Clio Work (Legal AI drafting, research, and intelligence)
• Build differentiated support models tuned to each product's complexity, customer segment, and AI-sensitivity — recognizing that Clio Work customers have fundamentally different needs than core platform users
• Design specialized routing and escalation frameworks for complex customer questions, and manage multi-channel environments (voice, live chat, email, AI chat, async messaging) with consistent service levels across all
• Partner with Product, Engineering, and R&D to build a rigorous product feedback loop powered by support signal — influencing roadmap priorities, not just filing bugs
• Build proactive partnerships across Post Sales (Onboarding, Professional Services, CSM) to deliver a seamless customer experience across the lifecycle
• Serve as the escalation executive for critical customer and product incidents, owning resolution and the durability of the customer relationship afterward
• Set and own the support KPI framework, including the AI-era metrics that don't yet have industry standards — deflection quality, containment, AI resolution accuracy, cost per resolution, and outcome-based CSAT
• Own the Support Systems architecture across Salesforce Service Cloud, CCaaS platforms (e.g., Talkdesk), knowledge management, and AI support tooling
• Lead Workforce Management to forecast demand across traditional and AI channels, enabling intelligent staffing decisions and intraday optimization in a rapidly shifting volume mix
• Establish the operating cadence, data infrastructure, and reporting that allow support performance to be understood and trusted company-wide
• Serve as the executive face of Clio's support organization externally, representing Clio at industry events and thought leadership forums
• Build Clio's reputation as the reference case for what AI-first support looks like in a high-trust vertical

Skills

• You are a seasoned support or CX executive who has built and scaled global service organizations in high-growth B2B SaaS — and who has genuinely operationalized AI, not just piloted it
• You've led leaders across multiple geographies, owned a substantial budget with real ROI accountability, and navigated the tension between service quality, cost to serve, and growth without treating any of the three as negotiable
• You think in systems and see the whole board, not just the next move
• You are energized by ambiguity and by building things that don't yet exist
• You have informed opinions about where AI support technology is heading and you follow the space closely
• You can translate complex AI and operational concepts credibly for a board audience and for a frontline agent in the same day, and you create environments where high performers thrive and everyone has a clear path to growth
• 12+ years in customer support, service, or CX leadership, including 5+ years managing managers in high-growth B2B SaaS environments
• Proven experience leading global support or CX organizations of 150+ people across multiple geographies, with full budget or P&L ownership
• A demonstrated track record deploying AI support technologies at scale — you have actually done this and lived with the results, not advised on it
• Direct, hands-on experience with modern AI support platforms such as Maven AI, Decagon, Sierra, Intercom Fin, or equivalent, including vendor selection and enterprise rollout
• Deep understanding of AI agent architecture: escalation logic, confidence thresholds, knowledge base curation, and human-in-the-loop workflow design
• Strong command of support operations and SaaS metrics, with a bias toward outcome-driven, AI-augmented efficiency and the analytical rigor to defend the model to a board
• Experience supporting complex, multi-product SaaS environments with distinct customer personas and varying technical depth requirements
• Experience in hypergrowth environments where the business doubles while headcount grows far more slowly
• Experience in legal tech, professional services SaaS, or another high-trust, regulated vertical where content accuracy and compliance carry real stakes
• A track record of building feedback loops between support signal and product roadmap — influencing priorities, not just reporting issues
• Exceptional executive presence and communication, with the ability to influence at every level and present to the C-suite and board
• A "Draw the Owl" mindset — comfort with ambiguity, a bias toward action, and the drive to build the structures, processes, and playbooks where the path isn't yet defined
• Genuine passion for transforming legal work through AI, and a clear point of view on how service will evolve over the next decade

Benefits

• Top-tier health benefits, dental, and vision insurance
• Hybrid work environment; local Clions in Vancouver, Calgary, Toronto, Dublin, and Sydney are expected to be in the office a minimum of twice per week
• Flexible time off policy, with an encouraged 20 days off per year
• $2000 annual counseling benefit
• RRSP matching and RESP contribution
• Clioversary recognition program with special acknowledgement at 3, 5, 7, and 10 years

Company Overview