Senior Manager, Scaled Customer Programs

Summary:

We are currently seeking a Senior Manager, Scaled Customer Programs to join our Customer Success Team in the US, Burnaby or Toronto. This role will report to the Senior Director of Customer Enablement. 

What your team does: 

As the Sr Manager of Scaled Customer Programs, you’ll be a key leader in a team that values excellence and initiative, loves testing and improving customer experience. You will help Clio build new capabilities within our Customer Success organization to help customers thrive in our increasingly broad set of product offerings. Your work will have a long-lasting and meaningful impact, and you will be supported along your career journey to take chances and have the opportunity to do the best work of your career. 

You will be surrounded by a talented group of high-performing Customer Success professionals, seasoned in SaaS and driven by collective success. Together, you will set the bar for best-in-class customer success journeys at scale, and use them to maintain our position as the leader in legal practice management.

Who you are: 

You are an experienced strategic leader with a proven track record of developing and leading teams. You are also eager to develop and run hands-on programs. You are an expert in journey development and navigating data to make meaningful change. You have a passion for understanding customer motivations, behaviours, and needs and executing best practices for soliciting change in experience. You are biased toward action and known for your ability to act surgically and with integrity.

As the Sr Manager of Scaled Customer Programs, you will be responsible for designing, implementing, and managing customer success programs that cater to a large and diverse customer base. You will work with cross-functional teams to drive customer retention, value delivery through product adoption, and satisfaction through automated and scalable strategies leveraging ChurnZero. You will bring your sense of drive and collaboration to help align priorities across different internal stakeholder groups while keeping our customer’s success at the forefront. Your goal is to ensure customers receive consistent, high-quality, proactive outreach and achieve their desired outcomes.

You are excited by the opportunity and challenges that come with building a brand-new function in a high-growth company. You are eager to roll up your sleeves to become an expert in our system, build new processes, and create trust with stakeholders by quickly proving value. You are a self-motivated problem-solver who’s driven to uncover data and knows how to effectively source it, validate it, and apply it to improve the customer experience. You value growth and learning, and are known for your ability to modify behaviour and attitudes with scaled solutions. You love bringing grounded strategies to life and are energized by execution.

What you’ll work on:

You will help lead the strategy for Clio to develop world class customer journeys, identify needs and preferences, and create customer success strategies to drive customer engagement, loyalty, and adoption. You will partner across our Customer Success, Marketing and Products teams to unify customer touchpoints into integrated, personalised experiences.

• Scalable Programs: Design programs that scale to a high volume SMB base through personalized digital touchpoints and deliver automation to amplify the impact of our CS team.

• Retention and Adoption Programs: Develop programs to proactively improve net dollar retention and deliver measurable customer value through increased product adoption. 

• Program Creation & Oversight: Create and maintain a portfolio of journey-based interventions, continually assess the effectiveness of ongoing plays, and pinpoint areas for improvement in line with program objectives. 

• Collaboration & Program Governance: Collaborate closely with Product, Marketing, Sales, and Customer Success teams to align customer success efforts with broader company goals. Establish a governance model that assigns clear lines of ownership and responsibilities for each program and provides clear swim lanes for overlapping work across Clio.

• Tracking Program Success: Define and track KPIs to measure program effectiveness, customer engagement, satisfaction, and overall success.

• Customer Metrics Development: Partner with cross-functional leadership to manage the development of key customer metrics, including time to value, adoption frameworks & customer health scores. 

• Map customer adoption paths: Manage the creation of post-sale customer adoption pathways that lead to successful outcomes through the customer lifecycle. Leverage these pathways to create strategic programs that provide the customer with timely and relevant information. 

• System Expertise: Develop expertise in leveraging ChurnZero capabilities, including Journeys, Plays, Health Scores and Reporting to enhance customer success efforts. Adopt and excel in additional systems as necessary.

• Content Partnership: Collaborate closely with Customer Marketing to develop content strategies that ensure a cohesive experience across all customer communications. 

• Data-Driven Insights: Utilize customer data and analytics to identify trends and potential areas for improvement in the customer journey. 

• Measure Results: Evaluate the return on investment of digital versus human based playbooks, offering insights into the impact of various levels of service outreach. 

• Support New Product GTM Motions: Plan adoption programming for new product launches in association with cross-functional partners.

• Enhance Current CS Motions: Support human-led onboarding journeys by measuring the effectiveness of supporting digital touchpoints.

What you have:

• You’re seasoned. You have 8+ years of experience in Senior IC or Leadership roles within Customer Success, preferably dealing with high volume SMB clients in scaled customer success, customer experience or digital customer success. 

• You are an expert collaborator. You love working across teams to help align priorities, and drive buy in for the vision of scaled customer programs. 

• You have a data-first approach. You’re an expert at using Customer Success software, keen to dig into data to understand the full picture, and confident in partnering with Data Insights experts to derive insights to inform your recommendations and substantiate your approaches. 

• You’re a strategic yet tactical thinker. You have the ability to take ideas, ground them in strategy, balance them against company-wide implications, and design effective strategies.

• You’re intellectually curious. You have a habit of uncovering opportunities, investigating the drivers, and predicting outcomes.

• You’re organized, yet flexible. You’re methodical in your approach to structuring work and prioritising as new opportunities arise. 

• You have a bias toward action. You’re energised by making things happen while acting with integrity.

• You’re a self-starter. You’re naturally curious, resourceful, and motivated to make things happen.

What you will find here:

Compensation is one of the main components of Clio’s Total Rewards Program. 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.
 

Some highlights of our Total Rewards program include:

• Competitive, equitable salary with top-tier health benefits, dental, and vision insurance 

• Hybrid work environment, with expectation for local Clions (Vancouver, Calgary, Toronto, and Dublin) to be in office min. once per week on our Anchor Day. 

• 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​

The full salary range* for this role is $133,100 to $166,400 to $199,700 CAD.

Diversity, Inclusion, Belonging and Equity (DIBE) & Accessibility 

Our team shows up as their authentic selves, and are united by our mission. We are dedicated to diversity, 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 believe that different perspectives, skills, backgrounds, and experiences result in higher-performing teams and better innovation. We are committed to equal employment and we encourage candidates from all backgrounds to apply.

Clio provides accessibility accommodations during the recruitment process. Should you require any accommodation, please let us know and we will work with you to meet your needs.

Learn more about our culture at clio.com/careers