Senior Manager, Customer Success Applications

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.

Senior

Manager, Customer Success Applications We're also open to remote candidates across Canada. 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 Skilled 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. 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. 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. 5+ years building on Salesforce, with depth in Service Cloud and post-sale objects. 3+ years leading a technical team. 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.

Bonus: Salesforce certifications, CS platform or Professional Services automation experience, and iPaaS (Workato) or data warehouse (Databricks) experience. We have developed a series of programs and processes to ensure we are creating fair and competitive pay practices that form the foundation of our human and high-performing culture. Competitive, equitable salary with top-tier health benefits, dental, and vision insurance Hybrid work environment, with expectation for local Clions (Vancouver, Calgary, Toronto, Dublin, London, New York City and Sydney) to be in office min.

Flexible time off policy, with an encouraged 20 days off per year. $The expected salary range for this role is $155,100 to $232,700 CAD. Diversity, Inclusion, Belonging and Equity (DIBE) & Accessibility We are dedicated todiversity, 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're a Human and High Performing AI company, meaning we use artificial intelligence to improve all of our operations. In recruitment, AI helps us streamline the process for greater efficiency. However, we've built our systems to ensure that a human always reviews AI-generated output, and we never make automated hiring decisions.

📌 Senior Manager, Customer Success Applications (Winnipeg)
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