Senior Manager, Customer Experience Programs

1 week ago

Toronto, Ontario, Canada CLIO Full time
About the Role

We are seeking a highly experienced Senior Manager to lead our Scaled Customer Programs team at Clio. As a key leader in this team, you will be responsible for designing, implementing, and managing customer success programs that cater to a large and diverse customer base.

Key Responsibilities
  • Develop and execute customer success strategies to drive customer engagement, loyalty, and adoption.
  • Partner with cross-functional teams to drive customer retention, value delivery through product adoption, and satisfaction through automated and scalable strategies.
  • Design and implement programs that scale to a high volume SMB base through personalized digital touchpoints and deliver automation to amplify the impact of our CS team.
  • Develop and maintain a portfolio of journey-based interventions, continually assess the effectiveness of ongoing plays, and pinpoint areas for improvement in line with program objectives.
  • Collaborate closely with Product, Marketing, Sales, and Customer Success teams to align customer success efforts with broader company goals.
  • Define and track KPIs to measure program effectiveness, customer engagement, satisfaction, and overall success.
  • Partner with cross-functional leadership to manage the development of key customer metrics, including time to value, adoption frameworks & customer health scores.
Requirements
  • 8+ years of experience in Senior IC or Leadership roles within Customer Success, preferably dealing with high volume SMB clients in scaled customer success, customer experience or digital customer success.
  • Expert collaborator with a data-first approach, able to use Customer Success software to understand the full picture and partner with Data Insights experts to derive insights.
  • Strategic yet tactical thinker with the ability to take ideas, ground them in strategy, balance them against company-wide implications, and design effective strategies.
  • Intellectually curious with a habit of uncovering opportunities, investigating the drivers, and predicting outcomes.
  • Organized, yet flexible with a methodical approach to structuring work and prioritizing as new opportunities arise.
  • Bias toward action with a passion for making things happen while acting with integrity.
  • Self-starter with a natural curiosity, resourcefulness, and motivation to make things happen.
About Clio

Clio is a high-growth company that values excellence and initiative. We are committed to building a culture that supports growth and learning, and we are looking for a Senior Manager who shares our values and is passionate about customer success.

We offer a competitive salary, top-tier health benefits, dental, and vision insurance, hybrid work environment, flexible time off policy, $2000 annual counseling benefit, RRSP matching and RESP contribution, and Clioversary recognition program with special acknowledgement at 3, 5, 7, and 10 years.

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