Senior Manager, AI-Powered CS Platforms (Remote Canada)

Clio; United States; Hybrid; USD 156,000 - 234,000; Full time

Benefits offered by this job

Top-tier health benefits

Hybrid work environment

20 days off per year

EAP benefits for you and household

401k matching

Job summary

Clio is seeking a Senior Manager, Customer Success Applications to lead the CS Platforms team. You will own the post-sale platform stack, design AI-driven agents, and partner with data teams to empower Customer Success, Support and Professional Services.

You will shape the roadmap with stakeholders across Revenue Operations and ensure builds are integrated with our enterprise AI platform while balancing build vs buy with vendors.

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

Team leadership

AI development tools

Vendor management

Post-sale CS

Tools

Salesforce Service Cloud

Claude

Git

GitHub

Workato

Job description

Clio is seeking a Senior Manager, Customer Success Applications to lead the CS Platforms team. You will own the post-sale platform stack, design AI-driven agents, and partner with data teams to empower Customer Success, Support and Professional Services.

You will shape the roadmap with stakeholders across Revenue Operations and ensure builds are integrated with our enterprise AI platform while balancing build vs buy with vendors.