Note: The job is a remote job and is open to candidates in USA. Clio is a global leader in legal AI technology that helps legal professionals and law firms work smarter, faster, and more securely. The Vice President of Global Customer Support will define and lead Clio’s global support strategy, oversee a 150+ person organization, own the support P&L, and transform the function into an AI-first growth and retention engine across Clio’s products.
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
- 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, with expectation for local Clions in Vancouver, Calgary, Toronto, Dublin and Sydney to be in office minimum 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
- Variable compensation at 100% attainment, dependent on individual, team, or company performance
Company Overview