Senior Manager, Customer Success

Position: Senior Manager, Customer Success Applications
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. We're also open to remote candidates across Canada.

What your team does:

The CS Platforms team builds and runs the technology behind Clio's 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 Git Hub 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 you'll 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 Git Hub pull requests with peer review.

Own build-versus-buy and manage the CS support-AI vendors, including selection, configuration, and ongoing operation.

Build on Clio's 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 Git Hub 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.

This role is a backfill for an existing position.

What you will find here:

Compensation is one of the main components of Clio’s 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 benefitRRSP matching and RESP contribution

Clioversary recognition program with special acknowledgement at 3, 5, 7, and 10 years

The expected salary range
* for this role is $144,800 to $181,000 to $217,200 CAD. There are a separate set of salary bands for other regions based on local currency.
* Our salary bands are designed to reflect the range of skills and experience needed for the position and to allow room for growth  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 se 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…