Improve customer success operations at Clio by building repeatable processes, interpreting health metrics, and guiding high-performing teams. Reporting to the Director of Customer Success Management, this Team Lead supports day-to-day operations for global Customer Success Managers. You will help create consistent execution across customer lifecycle stages while using reporting and analysis to inform strategy. The position calls for B2B Customer Success Management experience, leadership, and resilience in challenging situations. Key Responsibilities:

Ensure consistent execution across critical lifecycle stages Report on health metrics, retention, adoption,



and growth Build repeatable processes for customer success activities Investigate escalations and coordinate solutions across stakeholders Collaborate with operations and technology teams on tools Requirements:

Four-plus years of B2B software Customer Success Management Two-plus years of leadership in a Team Lead or CSM role Experience with customer success systems and performance management Experience with Salesforce.com, Gainsight, or ChurnZero Explicit technical and product value communication skills Apply customer success operations, systems knowledge, and team leadership to drive consistent outcomes throughout Clio’s customer lifecycle.

📌 Customer Success Operations Team Lead (Vancouver)
🏢 Clio
📍 Vancouver