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 (Winnipeg)
🏢 Clio
📍 Winnipeg