Manager, Scaled Success

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.

The legal profession is being redefined by AI, and Clio is leading that shift. Our mission to transform the legal experience for all now depends on more than giving firms powerful software. It means helping them put AI to work, grounded in their own matters and the law, to win the right business, do their best legal work, and run more efficient firms.

Clio's platform spans a wide range of products and packages whose full value takes time and guidance to unlock, so Scaled Success uses data, automation, and AI to engage thousands of firms with the right message at the right moment, coaching them to evolve their operations and workflows to transform in how they work.

This team plays a central role in reimagining what Customer Success looks like  support the 1:1 component of the Scaled Success journey. We identify signals of risk or opportunity across large customer cohorts and act on them systematically. We also serve as an innovation center for the broader Customer Success organization, piloting new scaled engagement models before they're rolled out more broadly.

We are a dedicated team who enjoy what we do and are serious about making a positive impact on our customers' businesses, at scale.

As the Manager of Scaled Success, you will lead a growing team responsible for the retention, growth, and adoption of Clio's suite of products across our largest customer segments by volume. You'll play a critical role in building the future of Customer Success at Clio by designing and scaling data-driven engagement models.

You are a strategic, tech-forward leader with experience managing individual contributors in high-velocity SaaS environments, with a background rooted in customer success and focused on expansion. You thrive at the intersection of process excellence, automation, and people leadership, bringing a data-driven approach to segmentation, scoring, and lifecycle engagement design. An innovator at heart, you possess a healthy obsession for the customer experience, having designed AI-first, one-to-many Customer Success workflows from the ground up.

You leverage cohort trends, funnel analytics, and behavioral triggers to drive strategic decisions, actively coaching your team toward an AI-driven mindset that unlocks new efficiencies in reach and impact. Beyond the metrics, you are a dedicated mentor who uses situational leadership to develop talent. Whether refining a digital engagement journey or troubleshooting a systemic adoption gap, you bring the analytical rigor and grit required to excel in a dynamic, fast-paced environment.

You will report to the Director of Account Management and serve as a key cross-functional partner on customer initiatives and operational improvements, driving progress against the department's key priorities in Scaled Success and Payments.

• Champion Deep Practice Area & Industry Knowledge: Maintain a strong command of the legal industry's evolving landscape (practice area workflows, firm economics, and the operational realities of running a modern legal practice) to ensure the team’s engagement strategies are grounded in genuine legal industry expertise that speak credibly to the specific workflows and pain points of each segment.

• Architect Engagement Strategies, Plays & Campaigns: Design and continuously refine a portfolio of engagement strategies, playbooks, campaigns, and talk tracks that guide customers toward value realization across Clio's ecosystem, tailored by segment, lifecycle stage, and practice area.

• Guide Team and Customers Through the AI Transformation of Legal Work: Help how Scaled Success helps the legal industry thrive in the AI age. Position the Scaled Success team as a strategic consultant helping firms rethink how they operate, navigate change management and design AI first workflows.

• Build Trust and Confidence in AI: Help firms build confidence in accuracy, confidentiality, and professional responsibility by demonstrating how…