Senior Manager, Professional Services

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 transforming the legal experience for all by bettering the lives of legal professionals while increasing access to justice.

Summary:

Strategic Leadership and Vision

• Define and execute the strategic vision for Clio’s Professional Services function, aligning service offerings with the company’s overarching goals to increase customer retention, product adoption, and revenue growth.

• Lead the next phase of evolution for Clio's Professional Services function, expanding into new service lines, service designs, and offerings that anticipate emerging customer needs and unlock new revenue streams.

• Architect and launch AI-native service offerings that complement Clio's AI product suite, positioning professional services as a strategic partner in our customers' AI adoption journey.

• Collaborate with cross-functional leaders, including the Customer Success, Sales, and Product teams, to embed professional services within Clio’s core value proposition and support Clio’s position as a trusted partner in the legal tech space.

• Continuously assess and refine the professional services strategy to stay ahead of industry trends and adapt to evolving customer needs, ensuring Clio remains a trusted leader in legal technology solutions.

• Represent Professional Services at the executive level, shaping the function's role within Clio's broader customer lifecycle and long-term strategic roadmap.

Revenue and Growth Ownership

• Own the full P&L for the Professional Services function, including budgeting, forecasting, and driving profitability across all service lines.

• Establish and monitor key operational metrics (utilization rates, gross margin, realization rates, revenue per consultant, etc.) to ensure sustained financial health and scalability of the function.

• Build financial discipline into service design and pricing, ensuring every offering meets target margin thresholds while remaining competitive in the market.

• Identify and act on growth opportunities within the existing customer base while developing new revenue streams through service expansion, sales integration, and collaboration with the Finance team.

Team Leadership and Development

• Develop and lead a high-performing team of subject matter experts across legal workflows, product domains, and industry verticals - investing deeply in their growth, retention, and long-term career trajectories

• Provide strategic guidance, coaching, and development opportunities for team members to grow their expertise and align their work with Clio’s strategic objectives.

• Cultivate a high-performance culture focused on delivering exceptional customer outcomes while empowering team members to contribute meaningfully to Clio’s mission and values.

• Build and nurture a talent pipeline within the team, fostering an environment that promotes professional growth, knowledge sharing, and readiness for future leadership opportunities.

• Take an active role in scoping customer needs, actively engaging in service delivery to ensure alignment with customer objectives, and setting a high standard for customer satisfaction through direct involvement and hands-on support.

Customer-Centric Service Design

• Lead the design and delivery of differentiated ‘white-glove’ service offerings that cater to enterprise and high-value customers, ensuring these clients receive an unparalleled, seamless experience that reinforces Clio’s reputation for excellence.

• Act as a trusted advisor and strategic partner for key clients, working closely with them to understand their needs, goals, and challenges and tailoring services to drive measurable impact.

• Strategically manage customer escalations by assessing root causes, implementing effective solutions, and developing long-term preventative measures to enhance customer satisfaction and strengthen client relationships.

• Gather and leverage customer insights to continuously improve service offerings, refine processes, and inform product innovation, ensuring alignment with market trends and customer expectations.

• Design and launch new service categories; including AI advisory, AI adoption, and AI enablement offerings, that help customers unlock the full value of Clio's AI product suite.

Operational Efficiency and Innovation

• Establish AI as the foundation of the professional services operating model, building an AI-first culture where every team member is actively thinking about how to increase efficiency, quality, and scale through AI.

• Champion the adoption of AI-native tooling across delivery, project management, quality assurance, and customer interactions; transforming Clio's Professional Services function into a benchmark for AI-enabled services.

• Pioneer innovative best practices and technology-enabled solutions that unlock new levels of scalability, amplify team impact, and position the function for sustained growth.

• Institutionalize a data-driven operating model to continuously measure and improve delivery efficiency through AI-driven insights, reducing cost-to-serve while elevating customer outcomes.

This is a new role.

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:

• Competitive, equitable salary with top-tier health benefits, dental, and vision insurance

• Hybrid work environment, with expectation for local Clions (Vancouver, Calgary, Toronto, Dublin, London, New York City and Sydney) to be in office min. twice per week.

• Flexible time off policy, with an encouraged 20 days off per year.

• $2000 annual counseling benefit

• RRSP matching and RESP contribution

• Clioversary recognition program with special acknowledgement at 3, 5, 7, and 10 years

The expected salary range for this role is $155,700 to $233,500 CAD. Initial placement within the range is informed by geographic region, experience, and skillset, with room to progress as impact and tenure grow. Final offer amounts will vary based on candidate profile.

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

We're a Human and High Performing AI company, meaning we use artificial intelligence to improve all of our operations. In recruitment, AI helps us streamline the process for greater efficiency. However, we've built our systems to ensure that a human always reviews AI-generated output, and we never make automated hiring decisions.

Disclaimer: We only communicate with candidates through official @clio.com email addresses.