Program Manager, Digital Customer Success
Core
Design and execute digital customer success strategies to drive retention, adoption, and expansion for a high-volume SMB legal technology base using automation and personalized digital touchpoints.
Role type
Program Manager, Digital Customer Success
Builds
Scaled digital customer success programs, automated interventions, and 1:many engagement resources for Clio's SMB customers.
Domain
Legal Technology (LegalTech) / Customer Success Operations
Deliverable
product features
Required skills
Program execution and development, Process improvement and playbook creation, Data analysis and reporting, Cross-functional partnership management, Content and 1:many program orchestration, AI tool utilization for workflow automation
Preferred skills
Experience with customer success or marketing automation platforms (ChurnZero, Gainsight, Totango), Background in customer lifecycle marketing or email automation, Familiarity with customer health scoring frameworks
Technologies
ChurnZero, Gainsight, Totango, AI-assisted workflow tools
Responsibilities
Manage day-to-day execution of digital customer success programs including journey configuration and segmentation, Document and maintain playbooks and program governance frameworks, Build internal resources to inform the customer success organization on program priorities, Own reporting of program performance including engagement metrics and churn indicators, Partner with Marketing to align content across email and in-app messaging, Gather and synthesize feedback from Account Managers to inform program iteration
Seniority
Mid-level (2–4 years experience), hands-on IC