Program Manager, Digital Customer Success

Clio is the global leader in legal AI technology, empowering legal professionals and law firms of every size to work smarter, faster, and more securely. We are seeking a Program Manager, Digital Customer Success to own the execution and evolution of Clio’s digital customer success strategy, focusing on designing and running retention and adoption programs that scale across a high-volume SMB base.

Responsibilities:

• Manage day-to-day execution of digital customer success programs including journey configuration, trigger logic, segmentation, and reporting
• Document and maintain playbooks and program governance frameworks
• Identify and implement AI-assisted workflows that automate and streamline operations, freeing the team for higher-impact work
• Build and maintain internal resources that keep the broader customer success organization informed on program priorities, upcoming launches, and performance
• Own reporting of program performance including engagement metrics, churn indicators, adoption trends, and NRR impact
• Gather and synthesize feedback from AMs and CSMs to inform program iteration
• Partner with Marketing and Customer Education to align content across email, in-app messaging, and educational resources
• Orchestrate 1:many programs that drive engagement and product adoption at scale