Customer Success Specialist helping Canadian roofing businesses adopt Roofr’s CRM platform. Managing relationships, usage gaps, and post - onboarding success across customer portfolios.
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Senior Manager, Customer Success Applications
Posted 1 hour ago
About the role
- Senior Manager leading Clio’s legal-tech customer success platforms and AI applications. Owning Salesforce, customer success tooling, AI agents, vendors, and platform strategy.
Responsibilities
- Lead and develop the CS Platforms team
- Own the post-sale platform stack, including 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
- Ship changes through GitHub pull requests with peer review
- Own build-versus-buy decisions and manage 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 data that feeds the CS stack
- Set the roadmap with stakeholders across Customer Success, Support, Professional Services, and the wider Revenue Operations organization
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
- Bonus: Salesforce certifications
- Bonus: CS platform or Professional Services automation experience
- Bonus: iPaaS (Workato) or data warehouse (Databricks) experience
Benefits
- Competitive, equitable salary
- Top-tier health benefits
- Dental insurance
- Vision insurance
- 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
- Child Education Savings
- Clioversary recognition program with special acknowledgement at 3, 5, 7, and 10 years
- Hybrid work environment
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