Lead, AI-Driven Customer Success Platforms

Themis Solutions (USA) Inc.; United States; Remote; USD 156,000 - 234,000; Full time

Job summary

Clio is hiring a Senior Manager, Customer Success Applications to lead the CS Platforms team. You will own the post-sale stack, including Salesforce Service Cloud, CS objects, and the AI-driven Customer Success platform, coordinating with Professional Services tooling and support automation.

You will design CS-domain AI agents using Claude, guide build-versus-buy decisions, and manage external AI vendors while aligning with governance and data strategies across Revenue Operations.

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 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 PRs with peer review.
• Own build-versus-buy and manage the CS support-AI vendors, including selection, configuration, and ongoing operation.

Skills

Salesforce

Service Cloud

Technical leadership

Git & GitHub

AI development tools

Vendor management

Salesforce certifications

CS automation tools

Tools

GitHub

Claude

Workato

Databricks

Job description

Clio is hiring a Senior Manager, Customer Success Applications to lead the CS Platforms team. You will own the post-sale stack, including Salesforce Service Cloud, CS objects, and the AI-driven Customer Success platform, coordinating with Professional Services tooling and support automation.

You will design CS-domain AI agents using Claude, guide build-versus-buy decisions, and manage external AI vendors while aligning with governance and data strategies across Revenue Operations.