Senior Manager, Customer Success Applications

About the role

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 GitHub pull requests, we test and evaluate our work, and we use AI as a core part of how we build.

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 GitHub 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 GitHub 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 benefit
• RRSP 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.
• Diversity, Inclusion, Belonging and Equity (DIBE) & Accessibility
• Clio provides accessibility accommodations during the recruitment process. Should you require any accommodation, please let u

Benefits

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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