Senior Manager, Customer Experience Programs
5 days ago
We are seeking a highly experienced Senior Manager to lead our Scaled Customer Programs team at Clio. As a key leader in our Customer Success organization, 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 strategic plans to drive customer retention, value delivery, and satisfaction through automated and scalable strategies leveraging ChurnZero.
- Collaborate closely with cross-functional teams to align customer success efforts with broader company goals and establish a governance model that assigns clear lines of ownership and responsibilities for each program.
- 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, and customer health scores.
- Map customer adoption paths and create strategic programs that provide customers with timely and relevant information.
- Develop expertise in leveraging ChurnZero capabilities, including Journeys, Plays, Health Scores, and Reporting to enhance customer success efforts.
- Collaborate closely with Customer Marketing to develop content strategies that ensure a cohesive experience across all customer communications.
- Utilize customer data and analytics to identify trends and potential areas for improvement in the customer journey.
- Evaluate the return on investment of digital versus human-based playbooks and offer insights into the impact of various levels of service outreach.
- 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 drivers, and predicting outcomes.
- Organized, yet flexible, with a methodical approach to structuring work and prioritizing as new opportunities arise.
- Bias toward action, energized by making things happen while acting with integrity.
- Self-starter, naturally curious, resourceful, and motivated to make things happen.
Clio is a high-growth company that values excellence and initiative. We are committed to creating a fair and competitive pay practice that forms the foundation of our human and high-performing culture. Our Total Rewards Program includes competitive salary, top-tier health benefits, dental, and vision insurance, hybrid work environment, flexible time off policy, and more.
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Senior Manager, Customer Experience Programs
1 week ago
Toronto, Ontario, Canada CLIO Full timeAbout the RoleWe 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 ResponsibilitiesDevelop and execute customer success strategies to...
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Senior Manager, Customer Experience Programs
1 week ago
Toronto, Ontario, Canada CLIO Full timeAbout the RoleWe 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 ResponsibilitiesDevelop and execute customer success strategies to...
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Senior Manager, Customer Experience Programs
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Toronto, Ontario, Canada CLIO Full timeAbout the RoleWe are seeking a highly experienced Senior Manager to lead our Customer Experience Programs team at Clio. As a key member of our Customer Success organization, you will be responsible for designing, implementing, and managing customer success programs that cater to a large and diverse customer base.Key ResponsibilitiesProgram Development:...
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Senior Manager, Customer Experience Programs
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Toronto, Ontario, Canada CLIO Full timeAbout the RoleWe are seeking a seasoned Senior Manager to lead our Customer Experience Programs team at Clio. As a key member of our Customer Success organization, you will be responsible for designing, implementing, and managing customer success programs that cater to a large and diverse customer base.Key ResponsibilitiesProgram Development: Design and...
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