Senior Manager of Customer Success Applications

• We are currently looking for a Senior Manager, Customer Success Applications to join our GTM Applications team in Vancouver, Calgary or Toronto. 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 Professional 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
• 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

Benefits

• Specialized learning and development programs and access to an in-house performance coach
• Equitable compensation for your contributions, regardless of gender, race, or any other identifying factor
• Access to pay transparency on all of our global roles
• Company equity for applicable employees
• RRSP-matching in Canada, 401k in the US, and pension plans in Ireland
• Hybrid model – striking the right balance between the benefits of in person connectivity that in office brings, and the flexibility of remote
• Flexible paid time off (4-week minimum with opportunities for personalization based on individual needs and achievements)
• Parental leave options for birthing and non-birthing parents
• A $500 contribution to your child’s RESP
• Various health, dental, and vision benefits for you and your family, including an Employee and Family Assistance Program
• Virtual and In-person Wellness Programs to support mental and physical health
• Paid time for volunteering through our Clio Gives program
• $2000 annual counseling benefit for CAD Clions

• 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
• Fluency with AI development tools (Claude or equivalent) and AI-assisted or agent-based workflows
• Experience with Git and GitHub and a pull-request-based workflow
• Experience managing SaaS or AI vendors and running build-versus-buy decisions
• 5+ years building on Salesforce, with depth in Service Cloud and post-sale objects
• 3+ years leading a technical team
• Bonus: Salesforce certifications, CS platform or Professional Services automation experience, and iPaaS (Workato) or data warehouse (Databricks) experience