Senior Manager, AI-Driven CS Platforms

Clio; Vancouver, Calgary, Toronto; Hybrid; CAD 222,000 - 333,000; Full time

Benefits offered by this job

Hybrid work environment

Flexible time off 20 days/year

Health benefits (medical, dental, vis

401k matching

Clioversary recognition program

Job summary

Clio is seeking a Senior Manager for Customer Success Applications to lead the CS Platforms team in Canada, with remote options nationwide. You will own the post-sale tech stack (Salesforce Service Cloud, CS data, AI agents) and guide build-vs-buy decisions, partner with Data, and drive an AI-first strategy.

You will manage a platform team, collaborate with CS leaders and engineers, and shape the roadmap for enterprise AI-enabled customer success and professional services tooling.

Qualifications

• 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.

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.

Skills

Salesforce

Service Cloud

Team leadership

Git & GitHub

AI tools (Claude)

Vendor management

Tools

Salesforce Service Cloud

GitHub

Workato (iPaaS)

Databricks

Job description

Clio is seeking a Senior Manager for Customer Success Applications to lead the CS Platforms team in Canada, with remote options nationwide. You will own the post-sale tech stack (Salesforce Service Cloud, CS data, AI agents) and guide build-vs-buy decisions, partner with Data, and drive an AI-first strategy.

You will manage a platform team, collaborate with CS leaders and engineers, and shape the roadmap for enterprise AI-enabled customer success and professional services tooling.