VP, Global Customer Support

Clio is the global leader in legal AI technology, empowering legal professionals and law firms of every size to work smarter, faster, and more securely.  We are transforming the legal experience for all by bettering the lives of legal professionals while increasing access to justice .

Clio is the global leader in legal AI, trusted by hundreds of thousands of legal professionals across 130+ countries and having surpassed $500M ARR in 2026. As legal work is rebuilt around AI, the expectations customers hold for service are being rebuilt with it — and this role sits at the center of that shift. We are seeking a Vice President of Global Customer Support to define and lead the multi-year strategy for how Clio serves its customers worldwide. You will own the end-to-end support experience across Clio's core practice management platform and Clio Work, our intelligent Legal AI assistant, leading a 150+ person global organization across five locations and a portfolio of AI agents operating alongside them. This is an executive mandate to reimagine support, not optimize it. You will build a model where every Clion is focused on the complex, high-value interactions that require real expertise, judgment, and relationship depth — while AI agents handle the rest at scale. You'll own the P&L for global support, set the operating standard for service quality across the company, and establish support as a durable growth engine and competitive differentiator rather than a cost center. You will report to the SVP, Customer Success, sit on the CX leadership team, and partner directly with Product, R&D, Revenue, and the executive team on the decisions that shape the customer experience. You'll present results and strategy to the C-suite and the board.

You are a seasoned support or CX executive who has built and scaled global service organizations in high-growth B2B SaaS — and who has genuinely operationalized AI, not just piloted it. You've led leaders across multiple geographies, owned a substantial budget with real ROI accountability, and navigated the tension between service quality, cost to serve, and growth without treating any of the three as negotiable. You think in systems and see the whole board, not just the next move. You are energized by ambiguity and by building things that don't yet exist. You have informed opinions about where AI support technology is heading and you follow the space closely. You can translate complex AI and operational concepts credibly for a board audience and for a frontline agent in the same day, and you create environments where high performers thrive and everyone has a clear path to growth.

Set Vision & Multi-Year Strategy 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. Build & Scale the Global Support Organization 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