Program Manager, Digital Customer Success

Program Manager, Digital Customer Success

We are seeking a Program Manager, Digital Customer Success to own the execution and evolution of Clio’s digital customer success strategy. Working closely with customer success leadership, operations, and cross‑functional partners, you will design and run retention and adoption programs that scale across a high‑volume SMB base through personalized digital touchpoints, automation, and 1:many resources. Success in this role is measured by churn reduction, NRR impact, and the measurable customer value you create through increased product adoption.

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, identifying and implementing AI‑assisted workflows that automate and streamline operations.
• Build and maintain internal resourc...