Clio

1 month ago

Program Manager, Digital Customer Success

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 7 hours agoStatus: Live

Job Summary

Program Manager responsible for designing and scaling Clio’s digital customer success programs across a high-volume SMB base, leveraging AI-assisted workflows, automation, and cross-functional collaboration to drive retention, product adoption, and net revenue retention.

Location: Vancouver, Toronto, Calgary

Workplace: Hybrid

Employment Type: Full time

Job Function: Customer Success & Account Management

Key Responsibilities

•Manage day-to-day execution of digital customer success programs including journey configuration, trigger logic, segmentation, and reporting.
•Document and maintain playbooks and program governance frameworks. Identify and implement AI-assisted workflows that automate and streamline operations.
•Build and maintain internal resources that keep the broader customer success organization informed on program priorities, upcoming launches, and performance.
•Own reporting of program performance including engagement metrics, churn indicators, adoption trends, and NRR impact; gather feedback to inform iteration.
•Partner with Marketing and Customer Education to align content across email, in-app messaging, and educational resources; orchestrate 1:many programs.

Pay and Benefits

Salary: CAD 76,500 - 103,500 annually

Perks:Health InsuranceDentalVisionRrsp MatchingResp ContributionHybrid Work20 DaysCounseling Benefit

Key Requirements

•2–4 years of experience in program management, customer success, revenue operations, or a scaled/digital CS model.
•Hands-on experience with customer success or marketing automation platforms such as ChurnZero, Gainsight, Totango, or similar.
•Demonstrated ability to manage multiple concurrent workstreams with strong attention to detail and consistent follow-through.
•Experience building and maintaining playbooks, process documentation, or operational SOPs.
•Comfort working with data: pulling reports, building dashboards, and summarizing metrics for stakeholders.

Experience:2-4 yearsCustomer successRevenue operationsDigital CSMarketing automation

Skills:CommunicationStakeholder managementProject managementData analysisAutomation

Tech Stack:ChurnZeroGainsightTotangoSQLDashboardsAIAutomation

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

Website LinkedIn

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Clio

1 month ago

Program Manager, Digital Customer Success

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 7 hours agoStatus: Live

Job Summary

Location: Vancouver, Toronto, Calgary

Workplace: Hybrid

Employment Type: Full time

Job Function: Customer Success & Account Management

Key Responsibilities

•Manage day-to-day execution of digital customer success programs including journey configuration, trigger logic, segmentation, and reporting.
•Document and maintain playbooks and program governance frameworks. Identify and implement AI-assisted workflows that automate and streamline operations.
•Build and maintain internal resources that keep the broader customer success organization informed on program priorities, upcoming launches, and performance.
•Own reporting of program performance including engagement metrics, churn indicators, adoption trends, and NRR impact; gather feedback to inform iteration.
•Partner with Marketing and Customer Education to align content across email, in-app messaging, and educational resources; orchestrate 1:many programs.

Pay and Benefits

Salary: CAD 76,500 - 103,500 annually

Perks:Health InsuranceDentalVisionRrsp MatchingResp ContributionHybrid Work20 DaysCounseling Benefit

Key Requirements

•2–4 years of experience in program management, customer success, revenue operations, or a scaled/digital CS model.
•Hands-on experience with customer success or marketing automation platforms such as ChurnZero, Gainsight, Totango, or similar.
•Demonstrated ability to manage multiple concurrent workstreams with strong attention to detail and consistent follow-through.
•Experience building and maintaining playbooks, process documentation, or operational SOPs.
•Comfort working with data: pulling reports, building dashboards, and summarizing metrics for stakeholders.

Experience:2-4 yearsCustomer successRevenue operationsDigital CSMarketing automation

Skills:CommunicationStakeholder managementProject managementData analysisAutomation

Tech Stack:ChurnZeroGainsightTotangoSQLDashboardsAIAutomation

Company Brief

Clio

Industry: LegalTech

Headquarters: Vancouver, Canada

Founded: 2008

Website LinkedIn