Senior Manager, Customer Success Applications

Clio - Cloud-Based Legal Technology

Senior Manager managing the Customer Success Applications team at Clio. Leading platform development in an AI-first environment for enhanced customer experiences.

Posted 6/26/2026full-timeVancouver • 🇨🇦 CanadaSenior💰 CA$144,800 - CA$217,200 per yearWebsite

Tech Stack

Tools & technologies

Cloud

About the role

Key responsibilities & impact

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.

Requirements

What you’ll need

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.
Bonus: Salesforce certifications, CS platform or Professional Services automation experience, and iPaaS (Workato) or data warehouse (Databricks) experience.

Benefits

Comp & perks

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. twice per week.
Flexible time off policy, with an encouraged 20 days off per year.
$2000 annual counseling benefit
RRSP matching and RESP contribution
Clioversary recognition program with special acknowledgement at 3, 5, 7, and 10 years

ATS Keywords

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Hard Skills & Tools

SalesforceService CloudAI development toolsGitGitHubpull-request-based workflowSaaS managementbuild-versus-buy decision makingProfessional Services automationiPaaS

Soft Skills

leadershipteam managementstakeholder engagementroadmap setting

Certifications

Salesforce certifications