Data Scientist Customer Success at Clio

Clio is more than just a tech company–we are a global leader that is transforming the legal experience for all by bettering the lives of legal professionals while increasing access to justice.
We are currently seeking a Data Scientist, Customer Success to join our Business Operations department in Burnaby, Calgary, or Toronto. This role is also available to remote candidates across Canada, excluding Quebec.
More than 150,000 legal professionals use Clio to run their legal practices. They come in all sizes, specializing in every field of law, and each one has unique needs. Clio solves many of their biggest problems out of the box, but every legal practice is different.
Our Customer Success team is critical to addressing our customers' unique needs. The team helps customers to onboard, use Clio effectively, and get questions answered. There are a variety of interesting data-related challenges that the team faces, including understanding patterns in customer support issues, how to provision the team to support customers effectively, what we can do to retain customers and help them thrive (which differs by type and size of customer), and how we can better understand “the voice of the customer” and embed it in our company’s efforts.
We are seeking a Data Scientist to be embedded into our Customer Success team—someone who thrives on both analytical challenges and working closely with customer-facing professionals. You will collaborate with everyone from business leaders to customer onboarding and support professionals to guide rapid iterations of hypothesis, prioritization, experimentation / analysis and roll-out. You will help build a scientific culture in our Customer Success team, help our business grow, and help our customers succeed. You will help lay the foundation for this work by ensuring good data quality, data governance, and analytical practices. And you will also be part of our larger Data Insights team for learning, career development, and company-wide data initiatives.
The Customer Success team is a cross-functional team with a strong focus on understanding customers, their goals, and their pain points, and helping them to do well. We thrive on helping our customers expand and grow their practices, and find added value in the variety of tools, products, and features we offer. We are so excited to welcome a data scientist to our group!
Who you are:
We aren’t looking for just any traditional Data Scientist to join this team. We’re looking for someone who thrives in a rapid-growth, high-velocity environment and likes collaborating with people just as much as working with code and data. We’re looking for an innovator and a thought leader who lives and breathes our values. We’re looking for someone who is:

Passionate about driving customer and business success empirically.
Strategically minded and business savvy.
Always looking to innovate with data and explore open-ended questions.

Self-motivated and able to work autonomously and collaboratively.

Agile and responsive, and comfortable with constant change.

Here’s what you’ll need to do:

Collaborate with the Customer Success team to identify opportunities, develop hypotheses, and run experiments that drive customer success and growth.
Ensure that the data needed for our hypotheses and experiments is available and usable (event tracking, data modeling).
Identify new questions about our business, product, and customers that lead to impactful insights.
Build predictive, churn, and other models.
Establish requirements and best practices for event tracking, testing frameworks, and other data collection to enable new insights in a scalable and predictable way.
Adapt techniques in visualization, statistical analysis, machine learning, and data mining.
Build a scientific culture in the Customer Success team by enabling discussions with data, disseminating best practices, and leading by example.

You may be a fit for this role if you have:

3+ years applied experience in data science.
Experience working with business problems and business analytics. We are looking for someone who understands and is interested in how a business operates.
Experience in product analytics working with product and user behavior data, including retention / churn analysis.
Proficiency in database modeling, SQL, and data warehousing principles.
Proficiency in developing analysis in Python (and optionally R).
Strong team player mindset, while able to work under own initiative and prioritize time and tasks effectively.
Excellent written and verbal communication skills.

Bonus points if you have:

A deep understanding of SaaS business metrics and growth drivers.
Experience working with smaller datasets (e.g. Bayesian approaches) and making effective inferences using the volume of data available.
Experience with customer interaction data and processes.
Degree(s) in a relevant quantitative discipline (computing science, statistics, mathematics, etc.) 

Where your team works:
Clio is “distributed by design”. This means that Clio offers employees more choice: the opportunity to work from one of our hub offices across Canada, remotely, or a combination of both. We have invested in best-in-class tools, technology, and culture to ensure our team members are able to do their best work whether they prefer to work from an office or remotely.
Diversity, Inclusion, Belonging and Equity (DIBE) & Accessibility 
Our team shows up as their authentic selves, and are united by our mission. We are dedicated to diversity, equity and inclusion. We pride ourselves in building and fostering an environment where our teams feel included, valued, and enabled to do the best work of their careers, wherever they choose to log in from. We believe that different perspectives, skills, backgrounds, and experiences result in higher-performing teams and better innovation. We are committed to equal employment and we encourage candidates from all backgrounds to apply.
Clio provides accessibility accommodations during the recruitment process. Should you require any accommodation, please let us know and we will work with you to meet your needs.
Learn more about our culture at clio.com/careers.
About Clio
At Clio, we are on a mission to transform the legal experience for all. As the world's leading provider of cloud-based legal software, we provide lawyers with low-barrier, affordable solutions to manage and grow their firms more effectively, more profitably, and with better client experiences. Through the cloud, we believe that we can help create a more inclusive legal community and a more equitable legal system.  We are an award-winning team that has been recognized as one of Canada’s Best Managed Companies, Canada’s Most Admired Cultures and has topped Fast Company’s list of Most Innovative Companies. In line with our mission, we’ve been up to some big things, including becoming a multi-product company, launching a $1 million COVID-19 Legal Relief Initiative, and most recently, securing a US$110M Series E funding round and a USD $1.6B valuation.This is a historic moment in the growth of legal technology! As the first legal practice management unicorn globally, and one of only a handful of Canadian unicorns, this is only the beginning. If you’ve ever wanted to do the best work of your career, while having a meaningful impact in the lives of others, then Clio is the place for you.