Senior Manager, Customer Success

Responsibilities

• 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.

• 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.