Senior Manager, Customer Success Applications
Core
Lead the CS Platforms team to build and run the technology stack powering Clio's post-sale customer experience, including support, professional services, and conversational AI agents.
Role type
Senior Manager, Customer Success Applications (Technical Leader)
Builds
Post-sale platform stack (Salesforce Service Cloud, CS objects), in-house AI agents and automations, and support/conversational AI tools.
Domain
Legal Technology (SaaS) + Customer Success Platforms + Generative AI
Deliverable
production ML models | product features | infrastructure
Required skills
Salesforce Service Cloud expertise, technical team leadership, AI agent development, build-versus-buy strategy, vendor management, roadmap planning
Preferred skills
Salesforce certifications, iPaaS (Workato) experience, data warehouse (Databricks) experience
Technologies
Salesforce, Service Cloud, GitHub, Claude, Workato, Databricks
Responsibilities
Lead and develop the CS Platforms team; Own the post-sale platform stack; Design and build CS-domain AI agents and automations; Manage CS support-AI vendors; Partner with Data Engineering on data feeds; Set the roadmap with stakeholders
Seniority
Senior, hands-on technical leader
