Senior Manager of Customer Success Applications

Join Clio, a leading legal technology company, as a Senior Manager of Customer Success Applications. In this role, you will lead and develop the CS Platforms team, own the post-sale platform stack, design and build AI agents and automations, manage CS support-AI vendors, and set the roadmap with stakeholders across various departments. You will have the opportunity to work in a hybrid model, with flexible paid time off, parental leave options, and various health benefits.

• Lead and develop the Customer Success Platforms team, overseeing the technology behind Clio's post-sale customer experience.
• Own the post-sale platform stack, including Salesforce Service Cloud and CS objects, the Customer Success platform, and Professional Services tooling.
• Design and build CS-domain AI agents and automations in-house, managing the build-versus-buy decisions for CS support-AI vendors.

• 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