Senior Manager of Customer Success Enablement

Role Overview

Join Clio as Senior Manager of Customer Success Enablement. You will lead the Customer Success Enablement function, manage a team of enablement partners, and drive measurable outcomes across the customer success organization.

Responsibilities

• Lead the Customer Success Enablement function and support the full customer lifecycle.
• Build and develop a high-performing Field Enablement team, acting as trusted advisors to Customer Success, Support, and Launch teams.
• Own measurable customer success outcomes, including:
  • Expansion ARR
  • Multi-product attach
  • Retention
  • Time to ramp for new CSMs
• Partner cross-functionally with Sales, Customer Success, Marketing, and Product Marketing to support successful product launches and go-to-market strategies.

Requirements

• People leadership experience coaching enablement partners and CS managers; comfortable owning outcomes with senior stakeholders.
• Ability to make decisions using call data and usage data.
• Experience in enterprise or high-growth SaaS environments.
• Deep understanding of customer success motions: onboarding, adoption, expansion, and retention.
• Proven track record tying enablement programs to measurable retention and expansion outcomes.
• Strong analytical, organizational, and communication skills; able to lead through ambiguity.
• 5+ years in customer success, CS enablement, or related enablement experience, including team leadership.

Nice to Have

• Experience in legal tech or a comparable regulated industry.
• Experience enabling expansion, cross-sell, or multi-product attach motions.
• Familiarity with Gong, LetterAI, and Salesforce.
• Generative AI tool proficiency (Claude, ChatGPT, or similar) for content development and coaching.
• Relevant customer success or enablement certifications.