About the role

Program Manager leading digital customer success initiatives at Clio. Focusing on customer retention and adoption through innovative strategies in a legal AI technology firm.

Responsibilities

Manage day-to-day execution of digital customer success programs including journey configuration, trigger logic, segmentation, and reporting.
Document and maintain playbooks and program governance frameworks.
Identify and implement AI-assisted workflows that automate and streamline operations, freeing the team for higher-impact work.
Build and maintain internal resources that keep the broader customer success organization informed on program priorities, upcoming launches, and performance.
Own reporting of program performance including engagement metrics, churn indicators, adoption trends, and NRR impact.
Gather and synthesize feedback from AMs and CSMs to inform program iteration.
Partner with Marketing and Customer Education to align content across email, in-app messaging, and educational resources.
Orchestrate 1:many programs that drive engagement and product adoption at scale.

2–4 years of experience in program management, customer success, revenue operations, or a scaled/digital CS model
Hands-on experience with customer success or marketing automation platforms such as ChurnZero, Gainsight, Totango, or similar
Demonstrated ability to manage multiple concurrent workstreams with strong attention to detail and consistent follow-through
Experience building and maintaining playbooks, process documentation, or operational SOPs
Comfort working with data: pulling reports, building dashboards, and summarizing metrics for stakeholders
Strong written and verbal communication skills with a bias toward proactive, clear communication
A genuine interest in AI tools and how they can improve workflows and scale programs more effectively.

Competitive, equitable salary with top-tier health benefits, dental, and vision insurance
Hybrid work environment, with expectation for local Clions (Vancouver, Calgary, Toronto, Dublin, London, New York City and Sydney) to be in office min. twice per week.
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