Customer Success Learning Specialist, Clio

• You are a customer success enablement professional who builds programs that actually change what CSMs do in front of customers.
• You understand the full customer lifecycle, from onboarding through adoption, expansion, and retention, and you know how to translate a product story into the conversations that grow accounts.
• You bring strong facilitation skills and a data-informed mindset, and you do not wait to be told what to build.
• You look at the calls, the usage data, and the outcomes, and you come to the table with recommendations
• 2+ years of experience in customer success, CS enablement, or a related learning and development role
• Experience designing and delivering training for customer-facing teams
• Familiarity with customer success motions such as onboarding, adoption, expansion, and retention
• Knowledge of instructional design principles and adult learning theory
• Strong facilitation and presentation skills with the ability to communicate clearly across all levels of the organization
• Comfort with tools such as Gong, Seismic, Seismic Learning, and Salesforce
• Ability to analyze engagement and performance data to drive program improvements
• Strong project management skills with the ability to move multiple workstreams forward simultaneously

Desirable

• The Revenue Enablement team at Clio equips our sales and customer success organizations with the knowledge, skills, tools, and processes they need to drive revenue growth and deliver exceptional client experiences.
• We design and deliver onboarding and ongoing programs, run a center of excellence operating model, and partner closely with Sales, Customer Success, Marketing, and Product Marketing to turn product launches into field-ready execution
• We are a team that runs on curiosity, data, and a genuine commitment to helping people do their best work
• Build and deliver customer success enablement programs across the lifecycle, covering onboarding, product launches, adoption, expansion, and retention motions
• Translate launch playbooks into CS-specific talk tracks for upsell, cross-sell, and multi-product attach
• Partner with CS Onboarding to sequence the living segment playbook into a 30-60-90 day ramp for new CSMs
• Design and maintain certification content for CS, including role-play scenarios grounded in real expansion and retention conversations
• Run a weekly Gong review rhythm on CS calls to surface coaching themes, objection patterns, and content gaps
• Coach CSM managers on reinforcing trained behaviors so enablement lands in the field, not just in the session
• Deliver a monthly CS enablement health report covering what is working, what is not, and the top unmet needs
• Track program impact against customer success outcomes such as expansion ARR, multi-product attach, retention, and ramp time
• Use generative AI tools to accelerate content creation, role-play design, and iteration
• Partner with Marketing, Product Marketing, and Legal experts to keep CS proof points current and credible
• Other duties as required