Senior Manager, Customer Success Applications

Clio
Vancouver, Calgary, Toronto
Workplace: HybridFull timeFunction: Customer Success & Account ManagementExperience: 5+ yearsSkills: ["Leadership","Collaboration","Communication","Problem-solving","Strategic thinking"]

Hands-on technical leader responsible for the CS Platforms team, owning the post-sale platform stack (Salesforce Service Cloud, CS objects, CS platform, Professional Services tooling, support and conversational AI), and guiding AI-driven agents and automations. Partners with Data Engineering, vendors, and cross-functional stakeholders to set roadmaps and deliver an AI-first customer success experience.

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Clio
Clio
2 months ago

Senior Manager, Customer Success Applications

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Last checked: 9 days agoStatus: Live

Job Summary

Hands-on technical leader responsible for the CS Platforms team, owning the post-sale platform stack (Salesforce Service Cloud, CS objects, CS platform, Professional Services tooling, support and conversational AI), and guiding AI-driven agents and automations. Partners with Data Engineering, vendors, and cross-functional stakeholders to set roadmaps and deliver an AI-first customer success experience.
Location: Vancouver, Calgary, Toronto
Workplace: Hybrid
Employment Type: Full time
Job Function: Customer Success & Account Management

Key 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.

Pay and Benefits

Perks:Health InsuranceDentalVisionRrsp MatchingResp ContributionCounseling BenefitHybrid Work

Key Requirements

  • •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.
Experience:5+ yearsSaaSAILegal tech
Skills:LeadershipCollaborationCommunicationProblem-solvingStrategic thinking
Tech Stack:SalesforceService CloudGitHubClaudeAIWorkatoDatabricks

Company Brief

Clio
Provides cloud-based practice management, client intake, billing, and legal productivity software for law firms. Clio helps legal professionals manage cases, documents, timekeeping, and payments through an integrated SaaS platform.
Industry: LegalTech
Headquarters: Vancouver, Canada
Founded: 2008
WebsiteLinkedIn