Program Manager running Mila Ventures’ Founders in Residence program. Recruiting entrepreneurs, connecting them with AI researchers, and managing partnerships from sourcing to signed matches.
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Program Manager, Digital Customer Success
Posted 4 months ago
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.
Requirements
- 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.
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, 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
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