Senior Manager, Customer Success Applications

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

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 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.

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 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.

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 and Sydney) to be in office minimum twice per week.


• Flexible time off policy, with an encouraged 20 days off per year.


• EAP benefits for you and household members, including counseling and online resources


• 401k matching and Child Education Savings


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

The expected salary range for this role is $156,000 to $234,000 USD. Initial placement within the range is informed by geographic region, experience, and skillset, with room to progress as impact and tenure grow. Final offer amounts will vary based on candidate profile.

Diversity, Inclusion, Belonging and Equity (DIBE) & Accessibility

Our team shows up as their authentic selves, and are united by our mission. We are dedicated to diversity, equity and inclusion. We pride ourselves in building and fostering an environment where our teams feel included, valued, and enabled to do the best work of their careers, wherever they choose to log in from. We believe that different perspectives, skills, backgrounds, and experiences result in higher-performing teams and better innovation. We are committed to equal employment and we encourage candidates from all backgrounds to apply.

Clio provides accessibility accommodations during the recruitment process. Should you require any accommodation, please let us know and we will work with you to meet your needs.

Learn more about our culture at clio.com/careers

We're a Human and High Performing AI company, meaning we use artificial intelligence to improve all of our operations. In recruitment, AI helps us streamline the process for greater efficiency. However, we've built our systems to ensure that a human always reviews AI-generated output, and we never make automated hiring decisions.

Disclaimer: We only communicate with candidates through official @clio.com email addresses.

In-house performance coach, Katie, helps Clions accelerate their career development.

At Clio, we’re creating a human and high performing culture. That means you’ll be encouraged and supported to do your best work. Find out what keeps us grounded. Learn more.

Every day I am surrounded by a group that keeps me laughing, but also inspires me with their hard work and ingenuity. Everyone here goes out of their way to help each other learn and grow.