Program Manager (Digital Customer Success)

Join Clio, a leading legal technology company, as a Program Manager for Digital Customer Success. In this role, you will be responsible for executing and evolving Clio's digital customer success strategy, designing and running retention and adoption programs, and measuring success through churn reduction and increased product adoption. You will work closely with customer success leadership, operations, and cross-functional partners, and will have the opportunity to make a significant impact on customer value and retention.

• Manage the execution and evolution of Clio’s digital customer success strategy, including the design and implementation of retention and adoption programs.
• Oversee the day-to-day execution of digital customer success programs, including journey configuration, trigger logic, segmentation, and reporting.
• Own reporting of program performance, including engagement metrics, churn indicators, adoption trends, and NRR impact, and gather feedback to inform program iteration.
• Work comfortably with data and translate findings into next steps
• Communicate clearly and manage cross-functional relationships with ease
• Comfort working with data: pulling reports, building dashboards, and summarizing metrics for stakeholders
• Adapt when priorities shift without losing momentum
• Look for every opportunity to automate and accelerate work using AI
• Break complex initiatives into clear, manageable plans
• Experience building and maintaining playbooks, process documentation, or operational SOPs
• A genuine interest in AI tools and how they can improve workflows and scale programs more effectively
• Hands-on experience with customer success or marketing automation platforms such as ChurnZero, Gainsight, Totango, or similar
• 2–4 years of experience in program management, customer success, revenue operations, or a scaled/digital CS model
• Strong written and verbal communication skills with a bias toward proactive, clear communication
• You're organized and operate ​​with a high level of ownership and agency. You bring structure to complex problems and can turn direction into action. You're genuinely excited about AI as a practical tool you reach for every day to eliminate manual work, generate insights faster, and build smarter programs
• Demonstrated ability to manage multiple concurrent workstreams with strong attention to detail and consistent follow-through
• Background in customer lifecycle marketing, email automation, or in-app engagement
• Exposure to customer health scoring frameworks or adoption metrics
• Familiarity with the legal technology sector