Program Manager, Digital Customer Success
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Key skills for this role
About the Role
Clio is seeking a Program Manager, Digital Customer Success to own the execution and evolution of Clio’s digital customer success strategy. The role involves designing and running retention and adoption programs for a high-volume SMB base through digital touchpoints and automation.
Key Skills for This Role
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 and synthesize feedback from AMs and CSMs to inform program iteration
- Partner with Marketing and Customer Education to align content across email, in app messaging, and educational resources
- Orchestrate 1:many programs that drive engagement and product adoption at scale
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
- Strong written and verbal communication skills with a bias toward proactive, clear communication
- A genuine interest in AI tools and how they can improve workflows and scale programs more effectively
Full Job Posting
Summary
- We are seeking a Program Manager, Digital Customer Success to own the execution and evolution of Clio’s digital customer success strategy.
- Working closely with customer success leadership, operations, and cross functional partners, you will design and run retention and adoption programs that scale across a high volume SMB base through personalized digital touchpoints, automation, and 1:many resources.
- Success in this role is measured by churn reduction, NRR impact, and the measurable customer value you create through increased product adoption.
What your team does
- The Scaled Customer Success Program sits within Clio’s Customer Success organization and is responsible for the scaled programs, digital journeys, and automated interventions that help a large and diverse customer base thrive across Clio’s growing product suite.
- We work at the intersection of customer success, marketing, product, and data science, creating proactive experiences that drive retention, expansion, and customer value at scale.
What you’ll work on
- 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, freeing the team for higher impact work.
- 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 and synthesize feedback from AMs and CSMs to inform program iteration.
- Partner with Marketing and Customer Education to align content across email, in app messaging, and educational resources. Orchestrate 1:many programs that drive engagement and product adoption at scale.
What you may have
- 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.
- Strong written and verbal communication skills with a bias toward proactive, clear communication.
- A genuine interest in AI tools and how they can improve workflows and scale programs more effectively.
Nice to Have
- Familiarity with the legal technology sector.
- Background in customer lifecycle marketing, email automation, or in app engagement.
- Exposure to customer health scoring frameworks or adoption metrics.
Total Rewards
- Competitive, equitable salary with top tier health benefits, dental, and vision insurance.
- Hybrid work environment, with expectation for local Clions to be in office min. twice per week.
- Flexible time off policy, with an encouraged 20 days off per year.
- CAD 2000 annual counseling benefit.
- RRSP matching and RESP contribution.
- Clioversary recognition program with special acknowledgement at 3, 5, 7, and 10 years.
- Expected salary range: CAD 76,500 to CAD 90,000 to CAD 103,500 CAD.
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