Manager, Professional Services

Clio

1d • Hybrid

About The Position

Clio is the global leader in legal AI technology, empowering legal professionals and law firms of every size to work smarter, faster, and more securely. We are transforming the legal experience for all by bettering the lives of legal professionals while increasing access to justice. Summary: We are currently seeking a Manager, Professional Services to join our Professional Services team in Burnaby, Calgary, Toronto, or remotely across the US/Canada (except Quebec). We are looking for a strategic, visionary, and results-oriented Manager of Professional Services, to drive the expansion, profitability, and impact of Clio’s professional services team. Our ideal candidate is dedicated to building meaningful customer relationships and driving measurable success for customers by aligning their goals with Clio’s suite of products. You excel at identifying opportunities to enhance customer experience and proactively launching new services that accelerate their product adoption and drive business growth. You will be responsible for guiding a team of high-performing consultants and executing a professional services Revenue Commitment Model (RCM). This position requires a strategic understanding of legal workflows and the evolving needs of legal professionals, enabling you to identify and implement solutions that drive efficiency, productivity, and long-term value for our customers in the legal industry. What your team does: Our Professional Services team is dedicated to helping customers fully realize the value of Clio’s product suite. Our team members are smart system thinkers who strengthen long-term adoption by translating complex needs into clear, efficient solutions and guiding customers through meaningful operational change.

Requirements

• 5+ years of strategic leadership experience in a professional services or consulting environment, with a proven track record of achieving revenue and growth targets.
• Experience leading professional services in a fast-growing SaaS environment with rapidly evolving product offerings.
• In-depth understanding of software industry dynamics and professional services revenue models, with experience in developing customer-centric, high-impact service offerings.
• Champion the integration of Generative AI and cultivate a team of "AI-first" thinkers to architect innovative, high-value service use cases that go beyond internal efficiencies to solve complex customer challenges and deliver unprecedented strategic value.
• Strong strategic thinking, analytical, and problem-solving skills, with the ability to translate complex customer needs into scalable and profitable service models.
• Exceptional negotiation, presentation, and decision-making skills, with a demonstrated ability to build rapport and influence senior executives, customers, and internal stakeholders.
• Strong empathy for customers combined with a passion for growth, revenue, and understanding value drivers in recurring revenue models.
• Visionary mindset combined with collaborative leadership abilities, capable of inspiring and guiding a team to achieve ambitious objectives.
• Proven ability to work independently and manage multiple priorities in a fast-paced environment, exercising sound professional judgment.
• Demonstrated commitment to fostering a diverse, equitable, and inclusive team environment that reflects Clio’s values and enhances team collaboration and innovation.

Nice To Haves

• A deep understanding of cloud-based legal technologies together with knowledge of the legal industry and the needs of legal professionals such as trust accounting.
• Extensive experience in strategically integrating and optimizing multi-product SaaS solutions to enhance customer value, streamline workflows, and drive cohesive client experiences.
• Familiarity with SaaS analytics platforms, professional services software, and product usage tracking tools.

Responsibilities

• Strategic Leadership and Vision Define and execute the strategic vision for Clio’s professional services, aligning service offerings with the company’s overarching goals to increase customer retention, product adoption, and revenue growth.
• Develop scalable, high-impact service offerings that cater to a diverse range of customer needs, from onboarding and workflow optimization to complex, enterprise-level solutions.
• Collaborate with cross-functional leaders, including the Customer Success, Sales, and Product teams, to embed professional services within Clio’s core value proposition and support Clio’s position as a trusted partner in the legal technology space.
• Continuously assess and refine the professional services strategy to stay ahead of industry trends and adapt to evolving customer needs, ensuring Clio remains a trusted leader in legal technology solutions.
• Revenue and Growth Ownership Drive the professional services Revenue Commitment Model (RCM), ensuring that the team meets or exceeds revenue targets by building a robust portfolio of services that resonate with customers’ evolving needs.
• Identify and act on growth opportunities within the existing customer base while developing new revenue streams through service expansion, sales integration, and collaboration with the Finance team.
• Develop key metrics and success criteria to measure the financial and operational impact of professional services, using data-driven insights to inform decision-making and strategic direction.
• Team Leadership and Development Lead, mentor, and inspire a team of consultants, fostering a culture of accountability, innovation, and customer-centricity.
• Provide strategic guidance, coaching, and development opportunities for team members to grow their expertise and align their work with Clio’s strategic objectives.
• Cultivate a high-performance culture focused on delivering exceptional customer outcomes while empowering team members to contribute meaningfully to Clio’s mission and values.
• Build and nurture a talent pipeline within the team, fostering an environment that promotes professional growth, knowledge sharing, and readiness for future leadership opportunities.
• Take an active role in scoping customer needs, actively engaging in service delivery to ensure alignment with customer objectives, and setting a high standard for customer satisfaction through direct involvement and hands-on support.
• Customer-Centric Service Design Lead the design and delivery of differentiated ‘white-glove’ service offerings that cater to enterprise and high-value customers, ensuring these clients receive an unparalleled, seamless experience that reinforces Clio’s reputation for excellence.
• Act as a trusted advisor and strategic partner for key clients, working closely with them to understand their needs, goals, and challenges and tailoring services to drive measurable impact.
• Strategically manage customer escalations by assessing root causes, implementing effective solutions, and developing long-term preventative measures to enhance customer satisfaction and strengthen client relationships.
• Gather and leverage customer insights to continuously improve service offerings, refine processes, and inform product innovation, ensuring alignment with market trends and customer expectations.
• Operational Efficiency and Innovation Champion a vision for operational excellence within professional services by architecting scalable, future-ready processes that elevate team performance, accelerate delivery, and expand margin potential.
• Pioneer innovative best practices and technology-enabled solutions that unlock new levels of scalability, amplify team impact, and position the function for sustained growth.
• Institutionalize a data-driven operating model to continuously assess service quality, customer outcomes, and efficiency, leveraging insights to evolve service strategy and optimize resource deployment.

Benefits

• Competitive, equitable salary with top-tier health benefits, dental, and vision insurance
• Hybrid work environment, with expectation for local Clions (Vancouver, Calgary, Toronto, Dublin and Sydney) to be in office minimum twice per week.
• Flexible time off policy, with an encouraged 20 days off per year.
• EAP benefits for you and household members, including counseling and online resources
• 401k matching and Child Education Savings
• Clioversary recognition program with special acknowledgement at 3, 5, 7, and 10 years

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed
• Number of Employees: 251-500 employees