Clio - Cloud-Based Legal Technology

Marketing

• Design and launch new experiments to further extend our referral program.
• Own channel goals, track performance, and report on key metrics, including referral rates, MQLs, pipeline contribution, and ROI.
• Monitor and analyse program performance metrics, providing actionable insights and data-driven recommendations for improvement.
• Leverage customer and data insights to identify opportunities for new segmentation strategies.
• Continuously test and optimise referral workflows, incentives, and messaging to enhance user experience and conversion rates.
• Work with a dynamic cross-functional team to align referral initiatives with overall business objectives and ensure smooth program integration.

Senior Customer Marketing Manager – Advocacy

Onboarding Specialist

• Own the full onboarding and activation experience from day one through the end of the critical first 120 days, across every Clio product a customer has access to.
• Map the journey in detail: initial setup, first value moment, team adoption, habit formation, and the natural discovery of additional Clio products within their existing subscription.
• Design onboarding paths that reflect how different firm types and roles actually get value from Clio, moving away from a single default flow toward starting points that are appropriate to the customer.
• Define what ‘activated’ means for each Clio product, by customer segment and firm type.
• Build or drive the instrumentation you need to make the 120-day journey visible: cohort analysis, time-to-first-value, milestone completion rates, drop-off points, and feature adoption depth.
• Work closely with customers, the Onboarding and Migration team leads to understand where their current tools fall short: what is manual that should be automated, what is slow that should be fast, what is invisible that should be tracked.

Senior Product Manager, Onboarding and Activation

Customer Success Manager

• 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.

Senior Customer Marketing Manager – Advocacy

Senior Product Manager, Onboarding and Activation

Senior Manager, Customer Success Applications