Program Manager, Digital Customer Success

Program Manager, Digital Customer Success

We are seeking a Program Manager, Digital Customer Success to own the execution and evolution of Clio’s digital customer success strategy. Working closely with customer success leadership, operations, and cross‑functional partners, you will design and run retention and adoption programs that scale across a high‑volume SMB base through personalized digital touchpoints, automation, and 1:many resources. Success in this role is measured by churn reduction, NRR impact, and the measurable customer value you create through increased product adoption.

• Manage day‑to‑day execution of digital customer success programs including journey configuration, trigger logic, segmentation, and reporting.
• Document and maintain playbooks and program governance frameworks, identifying and implementing AI‑assisted workflows that automate and streamline operations.
• Build and maintain internal resources that keep the broader customer success organization informed on program priorities, upcoming launches, and performance.
• Own reporting of program performance, including engagement metrics, churn indicators, adoption trends, and NRR impact; gather and synthesize feedback from AMs and CSMs to inform program iteration.
• Partner with Marketing and Customer Education to align content across email, in‑app messaging, and educational resources; orchestrate 1:many programs that drive engagement and product adoption at scale.

• 2–4 years of experience in program management, customer success, revenue operations, or a scaled/digital CS model.
• Hands‑on experience with customer success or marketing automation platforms such as Churn Zero, Gainsight, Totango, or similar.
• Demonstrated ability to manage multiple concurrent work streams with strong attention to detail and consistent follow‑through.
• Experience building and maintaining playbooks, process documentation, or operational SOPs.
• Comfort working with data: pulling reports, building dashboards, and summarizing metrics for stakeholders.
• Strong written and verbal communication skills with a bias toward proactive, clear communication.
• A genuine interest in AI tools and how they can improve workflows and scale programs more effectively.

• Familiarity with the legal technology sector.
• Background in customer lifecycle marketing, email automation, or in‑app engagement.
• Exposure to customer health scoring frameworks or adoption metrics.

• Competitive, equitable salary ranging from $76,500 to $103,500 CAD, with additional regional bands.
• Top‑tier health benefits, dental and vision insurance.
• Hybrid work environment with expectation to be in office at least twice per week in specified locations.
• Flexible time off policy with an encouraged 20 days off per year.
• $2,000 annual counseling benefit; RRSP matching and RESP contribution.
• Clioversary recognition program with special acknowledgement at 3, 5, 7, and 10 years.

We encourage candidates from all backgrounds to apply and are committed to diversity, equity and inclusion. Clio provides accessibility accommodations during the recruitment process; please let us know if you require any accommodations.