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Clio, the global leader in legal AI technology serving 130+ countries with $500M+ ARR, is seeking a Vice President of Global Customer Support to define and lead a multi-year transformation of how the company serves its customers worldwide. This is an executive mandate to reimagine support as a strategic growth engine rather than optimize it as a cost center.
You will own the end-to-end support experience across Clio's practice management platform and Clio Work (an intelligent Legal AI assistant), leading a 150+ person global organization across five locations. You'll report to the SVP of Customer Success, sit on the CX leadership team, and partner directly with Product, R&D, Revenue, and the executive team on decisions shaping customer experience. You'll present strategy and results to the C-suite and board.
Key responsibilities include: (1) Setting and executing multi-year global support strategy, including operating model, service architecture, geographic footprint, and AI roadmap; owning the P&L with accountability for trade-offs between cost, quality, and growth; (2) Building and scaling a 150+ person global organization across five locations, recruiting and developing top-tier leadership talent with AI-native expertise, designing career architecture and enablement systems for a fundamentally changing role; (3) Evolving support into an AI-first model where humans handle complex, high-judgment work while AI agents manage routine inquiries at scale—evaluating and deploying AI support platforms (Maven AI, Decagon, Sierra, Intercom Fin, etc.), building AI-assisted agent tooling, and establishing accuracy and compliance standards for regulated verticals; (4) Driving retention and commercial contribution by owning support's impact on net revenue retention, building PLG-integrated support motions, and identifying Customer Success Qualified Leads; (5) Delivering differentiated support models for Clio's core platform and Clio Work, recognizing that Legal AI customers have fundamentally different needs.
You are a seasoned support or CX executive who has built and scaled global service organizations in high-growth B2B SaaS and has genuinely operationalized AI (not just piloted it). You've led leaders across multiple geographies, owned substantial budgets with ROI accountability, and navigated the tension between service quality, cost, and growth without treating any as negotiable. You think in systems, are energized by ambiguity and building things that don't yet exist, and have informed opinions about where AI support technology is heading. You can translate complex AI and operational concepts credibly for board audiences and frontline agents alike, creating environments where high performers thrive.
