Lead customer success in a SaaS setting 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.

📌 Customer Success Team Lead SaaS (Winnipeg)
🏢 Clio
📍 Winnipeg