Manager, Scaled Success
Core
Lead the build and implementation of Clio's next-generation Scaled Success to drive retention, adoption, and growth outcomes across varied customer segments in the legal industry.
Role type
Manager, Scaled Success (Customer Success)
Builds
Data-driven engagement models, AI-first one-to-many workflows, and scaled customer success programs for legal firms.
Domain
Legal Technology (Legal AI) / SaaS Customer Success
Deliverable
production ML models | product features | dashboards & analysis | client delivery
Required skills
Management of individual contributors, SaaS customer success strategy, data-driven segmentation and scoring, AI workflow design, cross-functional collaboration, team coaching and mentoring, retention strategy, revenue growth forecasting.
Preferred skills
Experience scaling teams in fast-moving startups, building Customer Success AI applications, Salesforce/CRM expertise, FinTech or Account Management background.
Technologies
Salesforce, ChurnZero, Gong, Salesloft, Claude
Responsibilities
Design and refine engagement strategies and playbooks for large customer cohorts; lead the team in architecting AI-driven engagement workflows; oversee customer escalations and triage; manage team performance, hiring, and development; forecast pipeline and report on scaled-success metrics; partner with Product, Marketing, and Sales to optimize growth funnels.
Seniority
Manager, hands-on IC with team leadership
