Clio is more than just a tech company–we are a global leader that is transforming the legal experience for all by bettering the lives of legal professionals while increasing access to justice.

Summary:

We are currently seeking a Scaled Program Manager to join our Customer Success Team in Burnaby, Toronto, Calgary. 

Who you are:

You are an experienced program management professional with a proven track record of leading scaled programs, journey development and testing, and navigating data to make meaningful change. You have a passion for understanding customer motivations, behaviours, and needs, as well as executing best practices for soliciting change in experience. You are biassed toward action, known for your ability to act surgically and with integrity.

As the Scaled Customer Success Program Manager, you will be responsible for designing, implementing, and managing customer success programs that cater to a large and diverse customer base. You will work collaboratively with cross-functional teams to drive customer retention, value delivery through product adoption, and satisfaction through automated and scalable strategies leveraging ChurnZero. Your goal is to ensure customers receive consistent, high-quality proactive outreach and achieve their desired outcomes.

You are a self-motivated problem-solver that’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 above all else, and are known for your ability to modify behaviour and attitudes with scaled solutions. You have strong collaboration skills and are able to work cross-functionally to bring projects to completion within the projected time frame. You love bringing grounded strategies to life and are energised by execution.

What your team does: 

As Scaled Program Manager, you’ll be part of a team that values excellence and initiative, loves testing, and the customer experience. Your work will have a long-lasting and meaningful impact, and you will be supported along your career journey to take chances and grow into the professional you desire to be.

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 what customer success journeys look like at scale and use them to maintain our position as the leader in legal practice management.

What you’ll work on:

You will play a pivotal role in not only understanding our customers’ journey, but identifying their needs and preferences, and creating customer success strategies to drive customer engagement, loyalty, and adoption. You will partner across our Customer Success and Marketing teams to unify customer touchpoints into integrated, personalised experiences. 

• Scalable Programs: Design programs that scale to a large number of customers, and include the use of automated digital touchpoints and optimize the deployment of customer success team interventions.
• Retention and Adoption Programs: Develop programs to proactively improve customer churn 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 CS: 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’ll bring:

• You’re seasoned. You have 5+ years of operational experience, preferably in scaling customer success or similar initiatives.
• You have a data-first approach. You’re an expert at using Customer Success software and reporting and using data and 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 organised, 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 collaborative. You enjoy working together with your team and cross-functionally to drive stronger outcomes.
• 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: 

• The expected salary range* for similar roles within Clio is: $91,800 – $129,100 CAD
• 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

Please note that the expected new hire salary range provided is derived from a group of like roles within Clio. Our salary bands are designed to reflect the range of skills and experience needed for the position and to allow room for growth at Clio. For experienced individuals, we typically hire at or around the midpoint of the band. The top portion of the salary band is reserved for employees who demonstrate sustained high performance and impact at Clio. Those who are new to the role may join below the midpoint and develop their skills over time. The final offer amount for this role will be dependent on geographical region, applicable experience, and skillset of the candidate.

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

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