Scaled Customer Success Program Manager

-Clio
is more than just a tech company-we are a global leader that is transforming the legal experience for all by
bettering the lives of legal professionals
while
increasing access to justice

Summary:
We are currently seeking a Scaled Program Manager to join our Customer Success Team in Burnaby, Toronto, Calgary.

Who you are:
You are an experienced program management professional with a proven track record of leading scaled programs, journey development and testing, and navigating data to make meaningful change. You have a passion for understanding customer motivations, behaviours, and needs, as well as executing best practices for soliciting change in experience. You are biassed toward action, known for your ability to act surgically and with integrity.

As the Scaled Customer Success Program Manager, you will be responsible for designing, implementing, and managing customer success programs that cater to a large and diverse customer base. You will work collaboratively with cross-functional teams to drive customer retention, value delivery through product adoption, and satisfaction through automated and scalable strategies leveraging ChurnZero. Your goal is to ensure customers receive consistent, high-quality proactive outreach and achieve their desired outcomes.

What your team does:
As Scaled Program Manager, you’ll be part of a team that values excellence and initiative, loves testing, and the customer experience. Your work will have a long-lasting and meaningful impact, and you will be supported along your career journey to take chances and grow into the professional you desire to be.

You will be surrounded by a talented group of high-performing Customer Success professionals, seasoned in SaaS and driven by collective success. Together, you will set the bar for best-in-class what customer success journeys look like at scale and use them to maintain our position as the leader in legal practice management.

What you’ll work on:
You will play a pivotal role in not only understanding our customers' journey, but identifying their needs and preferences, and creating customer success strategies to drive customer engagement, loyalty, and adoption. You will partner across our Customer Success and Marketing teams to unify customer touchpoints into integrated, personalised experiences.- Scalable Programs: Design programs that scale to a large number of customers, and include the use of automated digital touchpoints and optimize the deployment of customer success team interventions.- Retention and Adoption Programs: Develop programs to proactively improve customer churn and deliver measurable customer value through increased product adoption.- Program Creation & Oversight: Create 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.- Collaboration & Program Governance: Collaborate closely with Product, Marketing, Sales, and Customer Success teams to align customer success efforts with broader company goals. Establish a governance model that assigns clear lines of ownership and responsibilities for each program and provides clear swim lanes for overlapping work across Clio.- Tracking Program Success: Define and track KPIs to measure program effectiveness, customer engagement, satisfaction, and overall success.- Customer Metrics Development: Partner with cross-functional leadership to manage the development of key customer metrics, including time to value, adoption frameworks & customer health scores.- Map customer adoption paths: Manage the creation of post-sale customer adoption pathways that lead to successful outcomes through the customer lifecycle. Leverage these pathways to create strategic programs that provide the customer with timely and relevant information.- System Expertise: Develop expertise in leveraging ChurnZero capabilities, including Journeys, Plays, Health Scores and Reporting to enhance customer success efforts. Adopt and excel in additional systems as necessary.- Content Partnership: Collaborate closely with Customer Marketing to develop content strategies that ensure a cohesive experience across all customer communications.- Data-Driven Insights: Utilize customer data and analytics to identify trends and potential areas for improvement in the customer journey.- Measure Results: Evaluate the return on investment of digital versus human based playbooks, offering insights into the impact of various levels of service outreach.- Support New Product GTM Motions CS: Plan adoption programming for new product launches in association with cross-functional partners.- Enhance Current CS Motions: Support human-led onboarding journeys by measuring the effectiveness of supporting digital touchpoints.

What you’ll bring:
- You’re seasoned. You have 5+ years of operational experience, preferably in scaling customer success or similar initiatives.- You have a data-first approa