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:

We are currently seeking a Manager, Professional Services to join our Professional Services team in Burnaby, Calgary, Toronto, or remotely across the US/Canada (except Quebec).

We are looking for a strategic, visionary, and results-oriented Manager of Professional Services, to drive the expansion, profitability, and impact of Clios professional services team. Our ideal candidate is dedicated to building meaningful customer relationships and driving measurable success for customers by aligning their goals with Clios suite of products. You excel at identifying opportunities to enhance customer experience and proactively launching new services that accelerate their product adoption and drive business growth. You will be responsible for guiding a team of high-performing consultants and executing a professional services Revenue Commitment Model (RCM). This position requires a strategic understanding of legal workflows and the evolving needs of legal professionals, enabling you to identify and implement solutions that drive efficiency, productivity, and long-term value for our customers in the legal industry.

What your team does:

Our Professional Services team is dedicated to helping customers fully realize the value of Clios product suite. Our team members are smart system thinkers who strengthen long-term adoption by translating complex needs into clear, efficient solutions and guiding customers through meaningful operational change.

What youll work on:

Strategic Leadership and Vision

• Define and execute the strategic vision for Clios professional services, aligning service offerings with the companys overarching goals to increase customer retention, product adoption, and revenue growth.
• Develop scalable, high-impact service offerings that cater to a diverse range of customer needs, from onboarding and workflow optimization to complex, enterprise-level solutions.
• Collaborate with cross-functional leaders, including the Customer Success, Sales, and Product teams, to embed professional services within Clios core value proposition and support Clios position as a trusted partner in the legal technology 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.

Revenue and Growth Ownership

• Drive the professional services Revenue Commitment Model (RCM), ensuring that the team meets or exceeds revenue targets by building a robust portfolio of services that resonate with customers evolving needs.
• 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.
• Develop key metrics and success criteria to measure the financial and operational impact of professional services, using data-driven insights to inform decision-making and strategic direction.

Team Leadership and Development

• Lead, mentor, and inspire a team of consultants, fostering a culture of accountability, innovation, and customer-centricity.
• Provide strategic guidance, coaching, and development opportunities for team members to grow their expertise and align their work with Clios strategic objectives.
• Cultivate a high-performance culture focused on delivering exceptional customer outcomes while empowering team members to contribute meaningfully to Clios 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 Clios 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.

Operational Efficiency and Innovation

• Champion a vision for operational excellence within professional services by architecting scalable, future-ready processes that elevate team performance, accelerate delivery, and expand margin potential.
• 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 assess service quality, customer outcomes, and efficiency, leveraging insights to evolve service strategy and optimize resource deployment.

What you bring:

• 5+ years of strategic leadership experience in a professional services or consulting environment, with a proven track record of achieving revenue and growth targets.
• Experience leading professional services in a fast-growing SaaS environment with rapidly evolving product offerings.
• In-depth understanding of software industry dynamics and professional services revenue models, with experience in developing customer-centric, high-impact service offerings.
• Champion the integration of Generative AI and cultivate a team of "AI-first" thinkers to architect innovative, high-value service use cases that go beyond internal efficiencies to solve complex customer challenges and deliver unprecedented strategic value.
• Strong strategic thinking, analytical, and problem-solving skills, with the ability to translate complex customer needs into scalable and profitable service models.
• Exceptional negotiation, presentation, and decision-making skills, with a demonstrated ability to build rapport and influence senior executives, customers, and internal stakeholders.
• Strong empathy for customers combined with a passion for growth, revenue, and understanding value drivers in recurring revenue models.
• Visionary mindset combined with collaborative leadership abilities, capable of inspiring and guiding a team to achieve ambitious objectives.
• Proven ability to work independently and manage multiple priorities in a fast-paced environment, exercising sound professional judgment.
• Demonstrated commitment to fostering a diverse, equitable, and inclusive team environment that reflects Clios values and enhances team collaboration and innovation.

Serious bonus points if you have:

• A deep understanding of cloud-based legal technologies together with knowledge of the legal industry and the needs of legal professionals such as trust accounting.
• Extensive experience in strategically integrating and optimizing multi-product SaaS solutions to enhance customer value, streamline workflows, and drive cohesive client experiences.
• Familiarity with SaaS analytics platforms, professional services software, and product usage tracking tools.

What you will find here:

Compensation is one of the main components of Clios 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 and Sydney) to be in office minimum twice per week.
• Flexible time off policy, with an encouraged 20 days off per year.
• EAP benefits for you and household members, including counseling and online resources.
• 401k matching and Child Education Savings.
• Clioversary recognition program with special acknowledgement at 3, 5, 7, and 10 years.

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

Were 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, weve 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.