Senior Manager, Customer Success Applications
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Job Summary
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.
Summary:
We are currently looking for a Senior Manager Customer Success Applications to join our GTM Applications team in Vancouver Calgary or Toronto. Were also open to remote candidates across Canada.
What your team does:
The CS Platforms team builds and runs the technology behind Clios post-sale customer experience. We own the platforms that power Customer Success Support and Professional Services and we build the AI agents and automations that run on top of them. We work as an engineering team: changes ship through GitHub pull requests we test and evaluate our work and we use AI as a core part of how we build.
Who you are:
You are a hands-on technical leader who has run a platform or systems team and wants to build in an AI-first environment. You are as comfortable talking through a customer health workflow with a CS leader as you are reviewing a pull request with an engineer. You have a point of view on where AI agents help and where they do not and you can build them not just buy them.
What youll work on:
Lead and develop the CS Platforms team.
Own the post-sale platform stack: Salesforce Service Cloud and CS objects the Customer Success platform Professional Services tooling and support and conversational AI.
Design and build CS-domain AI agents and automations in-house using Claude and related tooling shipped through GitHub pull requests with peer review.
Own build-versus-buy and manage the CS support-AI vendors including selection configuration and ongoing operation.
Build on Clios Enterprise AI platform and within its governance.
Partner with Data Engineering and Data Insights on the data that feeds the CS stack.
Set the roadmap with stakeholders across Customer Success Support Professional Services and the wider Revenue Operations org.
What you may have:
5 years building on Salesforce with depth in Service Cloud and post-sale objects.
3 years leading a technical team.
Experience with Git and GitHub and a pull-request-based workflow.
Fluency with AI development tools (Claude or equivalent) and AI-assisted or agent-based workflows.
Experience managing SaaS or AI vendors and running build-versus-buy decisions.
Bonus: Salesforce certifications CS platform or Professional Services automation experience and iPaaS (Workato) or data warehouse (Databricks) experience.
What you will find here:
Compensation is one of the main components of Clios Total Rewards Program. We have developed a series of programs and processes to ensure we are creating fair and competitive pay practices that form the foundation of our human and high-performing culture.
Some highlights of our Total Rewards program include:
Competitive equitable salary with top-tier health benefits dental and vision insurance
Hybrid work environment with expectation for local Clions (Vancouver Calgary Toronto Dublin London New York City and Sydney) to be in office min. twice per week.
Flexible time off policy with an encouraged 20 days off per year.
$2000 annual counseling benefit
RRSP matching and RESP contribution
Clioversary recognition program with special acknowledgement at 3 5 7 and 10 years
*Our salary bands are designed to reflect the range of skills and experience needed for the position and to allow room for growth at Clio. For experienced individuals we typically hire at or around the midpoint of the band. The top portion of the salary band is reserved for employees who demonstrate sustained high performance and impact at Clio. Those who are new to the role may join below the midpoint and develop their skills over time. The final offer amount for this role will be dependent on geographical region applicable experience and skillset of the candidate.
Diversity Inclusion Belonging and Equity (DIBE) & Accessibility
Our team shows up as their authentic selves and are united by our mission. We are dedicated todiversity 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.
Disclaimer: We only communicate with candidates through official @ email addresses.
Required Experience:
Senior Manager
About Company
Run your law firm with Clio, the #1 choice of legal professionals for managing clients, cases, billing, and more. Try it for free today—no credit card required.
