Senior Manager, Customer Success Applications

Clio; Vancouver; Hybrid; CAD 144,800 - 217,200; Full time

Benefits offered by this job

Top-tier health benefits

Flexible time-off policy

Annual counseling benefit

Job summary

Clio is looking for a Senior Manager for Customer Success Applications to lead their CS Platforms team. The role involves developing AI-driven solutions for customer success and requires strong leadership in technology and Salesforce Service Cloud.

The successful candidate will shape the AI strategy while managing a hybrid team environment, contributing to the evolving landscape of legal technology.

Clio offers a competitive salary, health benefits, and a commitment to diversity and inclusion.

Qualifications

• 5+ years building on Salesforce, with depth in Service Cloud and post-sale objects.
• 3+ years leading a technical team.
• Experience managing SaaS or AI vendors.

Responsibilities

• Lead and develop the CS Platforms team.
• Own the post-sale platform stack.
• Design and build CS-domain AI agents and automations.

Skills

Salesforce Service Cloud

AI development tools

Git and GitHub

Technical leadership

Job description

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.

Summary

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.

This role is a backfill for an existing position.

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.l
• Bonus: Salesforce certifications, CS platform or Professional Services automation experience, and iPaaS (Workato) or data warehouse (Databricks) experience.

Benefits

• Competitive, equitable salary with top‑tier health benefits, dental, and vision insurance.
• Hybrid work environment, with expectation for local Clions to be in office at least 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. Our salary bands are designed to reflect the range of skills and experience needed for the position and to allow room for growth at Clio. For experienced individuals, we typically hire at or around the midpoint of the band. The top portion of the salary band is reserved for employees who demonstrate sustained high performance and impact at Clio. Those who are new to the role may join below the midpoint and develop their skills over time. The final offer amount for this role will be dependent on geographical region, applicable experience, and skillset of the candidate.

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

Our team shows up as their authentic selves, and is 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.

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