Senior Manager, Customer Success Applications

Clio•Vancouver, BC

6d•CA$144,800 - CA$217,200•Hybrid

About The Position

Clio is seeking a Senior Manager, Customer Success Applications to join their GTM Applications team. This role is responsible for building and running the technology behind Clio's post-sale customer experience, including platforms for Customer Success, Support, and Professional Services, as well as AI agents and automations. The ideal candidate is a hands-on technical leader comfortable with both strategic discussions and technical reviews, with a strong point of view on AI development and implementation.

Requirements

5+ years building on Salesforce, with depth in Service Cloud and post-sale objects.
3+ years leading a technical team.
Experience with Git and GitHub and a pull-request-based workflow.
Fluency with AI development tools (Claude or equivalent) and AI-assisted or agent-based workflows.
Experience managing SaaS or AI vendors and running build-versus-buy decisions.

Nice To Haves

Salesforce certifications
CS platform or Professional Services automation experience
iPaaS (Workato) or data warehouse (Databricks) experience

Responsibilities

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.