Senior Director of Customer Onboarding, Clio
$174.4-261.6k
+ Variable pay that is based on company performance
Legal practice management software
Job no longer available
Legal practice management software
1001+ employees
Job no longer available
$174.4-261.6k
+ Variable pay that is based on company performance
1001+ employees
Company mission
Clio's mission is to build cloud-based and client-centred technology that will transform the legal experience for all.
Role
Who you are
- 10+ years experience in customer onboarding, customer success, or related roles, with at least 4+ years in SaaS leadership (Manager of Managers), preferably leading teams of 50+ across multiple regions
- Success in managing complex multi-product onboarding for SMB clients, emphasizing accelerated time to value, high product adoption, and an exceptional customer experience
- Skilled in using onboarding and project management software (e.g., Churnzero, Smartsheets, Clarizen, Onramp) to manage complex projects and ensure successful onboarding outcomes
- Experience designing and implementing effective onboarding strategies and processes that promote customer success and value realization
- Expertise in leveraging AI, data analytics, and onboarding metrics to optimize workflows, track customer health, and report key metrics
- Highly skilled in data migration using ETL tools, and knowledgeable in API integrations, custom configurations, and technical implementations
- Proven experience in running and scaling a Professional Services organization, including developing and managing paid services (e.g., implementation and custom configurations) to drive additional customer value
- Strong skills in inspiring, coaching, and developing high-performing, customer-focused teams with a hands-on, collaborative approach
- Experience overseeing global teams in multiple locations, ensuring alignment and consistency in onboarding processes across key regions, including Canada (HQ), U.S. (Remote), and Ireland
- Strong empathy for customers combined with a passion for growth, revenue, and understanding value drivers in recurring revenue models
- Excellent presentation and communication skills, with the ability to influence senior stakeholders internally and externally
- Analytical and process-oriented, with a demonstrated commitment to continuous learning, personal growth, and improvement
Desirable
- Experience with AI-driven insights and machine learning tools in the context of customer onboarding and retention
- Multi-product SaaS experience including payments
- Familiarity with SaaS analytics platforms, customer success software, and product usage tracking tools
- Experience leading onboarding in a fast-growing SaaS environment with rapidly evolving product offerings
What the job involves
- As the Sr. Director of Customer Onboarding, you will shape the future of Clio’s onboarding experience across our multi-product environment. You will own the entire onboarding journey, from the first customer interaction through to full adoption and integration of our product suite
- You play a crucial role in driving time to value (TTV), accelerating product adoption, and ensuring an exceptional customer experience for both SMB and Mid-Market customers
- As an experienced leader, you will also play a pivotal part in data migration and use analytics / AI-driven tools to continuously optimize onboarding processes
- You will work cross-functionally with teams such as Sales, R&D, RevOps, and Customer Success to drive measurable outcomes for our customers
- Lead Multi-Product Onboarding: Develop and implement an onboarding strategy to facilitate multi-product adoption, ensuring customers can integrate Clio’s products to meet their business needs
- Accelerate Time to Value (TTV): Focus on increasing value, promoting high product adoption, and helping customers achieve desired outcomes swiftly across Clio’s suite
- Reporting & Insights: Set and track KPIs related to time to value, product adoption, and customer satisfaction, reporting these metrics to executive leadership
- Cross-Functional Partnership: Collaborate with Product, Engineering, Sales, and Customer Success teams to support the smooth integration of Clio’s solutions and optimize resources for customer outcomes
- Global Team Leadership: Oversee a distributed team across Canada (HQ), the U.S. (Remote), and Ireland, ensuring regional alignment and collaboration for a consistent customer experience
- Exceptional Customer Experience: Ensure each stage of the onboarding process provides a top-tier customer experience, establishing a strong foundation for long-term success
- Data Migration Management: Lead data migration from CRM systems to Clio using ETL tools, ensuring accuracy and smooth data transfer
- AI & Analytics-Driven Onboarding: Utilize AI and analytics to streamline onboarding processes, track customer health, and support early product adoption
- Professional Services: Expand Clio’s Professional Services, providing paid options for implementation, custom configurations, and ongoing advisory services
- Team Leadership & Development: Build, mentor, and lead a high-performing onboarding team with a customer-first focus on measurable outcomes
Our take
Modern law firms increasingly manage their work digitally but the lack of a specialised remote solution means that workflows have become fragmented. This leads to legal practice managers having to juggle multiple software solutions across various devices.
Clio provides a legal practice management platform designed for law firms, allowing users to manage billing for legal aid cases, access and manage documents and store files across multiple devices. Whilst other startups are operating in this niche, Clio has uniquely focussed on synchronisation across remote devices and on a wide range of integrations, allowing the user to access information from other industry standard software such as Xero and Klyant from within a single interface.
Clio has raised a large amount of investment capital, most recently in a 2021 Series E round which saw the company attain unicorn status with a valuation exceeding $1 billion. This funding is being used to accelerate its product development, hire additional talent, and for expansion into new markets with a focus on the EMEA region, particularly the UK and Ireland.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
Company
Company benefits
- Company equity
- $500 contribution when you become a parent and/or guardian
- 4-week minimum vacation
- Work from home when you need to (role-specific)
- Parental leave options for moms and dads
- Customizable extended health benefits (including $2000 per year to spend on counseling)
- Wellness programs including an onsite naturopath physiotherapist, and RMT (location-dependent), healthy snacks, and exercise classes
- 401k
Leadership
Jack Newton
(CEO)Experience as Director of Product Development for Chenomx Inc. from 2004 to 2009. Advisor for Logikcull.com, dealcloser, and Athennian.
Rian Gauvreau
(Board Member)Experience developing legal technology for Gowling Lafleur Henderson LLP from 2000 to 2008. Graduated the University of British Columbia with an M.B.A. in Strategic Management in 2011.
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