Senior Product Designer, Onboarding & Activation

About the role

We are seeking a Senior Product Designer to join our Product Led Growth (PLG) team to focus on Onboarding & Activation. When a law firm becomes a Clio customer, the clock starts. The first 120 days determine whether they become a firm genuinely embedded in Clio, or one that churns quietly because they never quite got there. This role owns the design of that window. You will shape the onboarding experiences, activation flows, in-product guidance, and internal tooling that move new customers from signed contract to real, sustained usage across the Clio products they have purchased. You are not designing to sell them more. You are designing to make sure they actually use what they have, get value from it, and build the habits that make Clio indispensable to how their firm works. This role is available to candidates across Canada (excluding Quebec) and the US. If you are located near one of our hubs (Burnaby, Calgary, or Toronto), you will be expected to work in the office a minimum of twice per week on our designated Anchor Days. What your team does Design plays an integral role at Clio, making up one of the three pillars of our Research and Development organization alongside Product Management and Engineering. Product designers directly engage in researching the behaviors and needs of our users, acting as user experience champions as we work to transform the way lawyers and their staff provide services to their clients. On the PLG team, your design work has a direct, measurable connection to whether customers succeed in their first 120 days. You will work at the intersection of acquisition, activation, and retention, designing the experiences that determine if a customer becomes a power user or quietly churns.

Responsibilities

• The 120-day customer journey
• You own the end-to-end design of the onboarding and activation experience from day one through the critical first 120 days, across every Clio product a customer has access to.
• Map the journey: initial setup, first value moment, team adoption, habit formation, and natural discovery of additional Clio products within an existing subscription that map to custom needs and mental models while addressing core pain points.
• Design onboarding paths that reflect how different firm types and roles actually get value from Clio, moving away from a single default flow toward starting points appropriate to the customer.
• Identify where customers succeed and where they fall off, and use that understanding to drive design decisions.
• In-product onboarding and guidance
• Design and ship the in-product experiences that guide customers through setup and toward their first meaningful value moments: checklists, empty states, contextual tooltips, progress indicators, and in-app guidance.
• Build the surfaces that help customers discover the Clio products they already have access to, at the right moment in their journey.
• Concept, prototype, and present solutions that solve both business and user problems and deliver measurable outcomes.
• Activation and instrumentation
• Partner with Product to define what an activated customer looks like for each Clio product, by segment and firm type, and design experiences that move customers toward those milestones.
• Use cohort analysis, funnel metrics, and time-to-milestone data to identify where design interventions will have the most impact.
• Leverage metrics to drive design decisions and measure whether your work is moving the numbers.
• Internal tooling for onboarding and migration teams
• A meaningful and distinct part of this role is designing tooling for our Onboarding Specialists and Data Migration teams. These teams work directly with new customers to get them set up, and their tooling has not kept pace with the complexity of the platform.
• Conduct research with Onboarding Specialists and Data Migration teams to understand where current tools fall short: what is manual that should be automated, what is slow that should be fast, what is invisible that should be tracked.
• Apply the same research rigor and design quality to internal users as you would to any customer-facing surface.
• A migration tool that reduces setup time by two days is worth more than a tooltip. Treat it that way.
• Cross-functional collaboration
• Partner closely with your PM counterpart and Engineering to translate complex onboarding challenges into clear, shippable design solutions.
• Work across the Manage, Work, Grow, Payments, and Accounting product teams to ensure each product has a coherent onboarding experience that connects to the broader 120-day journey.
• Provide thoughtful feedback in team critiques and support the growth of fellow designers.
• Articulate the rational

Additional Information

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 .

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