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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.
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.
You are a self-motivated problem-solver that’s driven to uncover data and knows how to effectively source it, validate it, and apply it to improve the customer experience. You value growth and learning above all else, and are known for your ability to modify behaviour and attitudes with scaled solutions. You have strong collaboration skills and are able to work cross-functionally to bring projects to completion within the projected time frame. You love bringing grounded strategies to life and are energised by execution.
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.
What you’ll bring:
What you will find here:
Compensation is one of the main components of Clio’s Total Rewards Program. We have developed a series of programs and processes to ensure we are creating fair and competitive pay practices that form the foundation of our human and high-performing culture.
Some highlights of our Total Rewards program include:
Please note that the expected new hire salary range provided is derived from a group of like roles within Clio. Our salary bands are designed to reflect the range of skills and experience needed for the position and to allow room for growth at Clio. For experienced individuals, we typically hire at or around the midpoint of the band. The top portion of the salary band is reserved for employees who demonstrate sustained high performance and impact at Clio. Those who are new to the role may join below the midpoint and develop their skills over time. The final offer amount for this role will be dependent on geographical region, applicable experience, and skillset of the candidate.
Diversity, Inclusion, Belonging and Equity (DIBE) & Accessibility
Our team shows up as their authentic selves, and are united by our mission. We are dedicated to diversity, equity and inclusion. We pride ourselves in building and fostering an environment where our teams feel included, valued, and enabled to do the best work of their careers, wherever they choose to log in from. We believe that different perspectives, skills, backgrounds, and experiences result in higher-performing teams and better innovation. We are committed to equal employment and we encourage candidates from all backgrounds to apply.
Clio provides accessibility accommodations during the recruitment process. Should you require any accommodation, please let us know and we will work with you to meet your needs.
Learn more about our culture at clio.com/careers
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