Senior Customer Success Revenue Enablement, Launch Team

Senior Customer Support Revenue Enablement, Launch Team

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 currently seeking for a Senior Customer Success Revenue Enablement, Launch Team to join our Revenue Enablement team. This role reports to the Senior Manager, Customer Success Enablement and is the dedicated enabler for our CS Launch Team, the group that gets new customers implemented, live, and set up for long-term success.

What your team does

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, Product Marketing, and Revenue Operations 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.

Who you are

You are a customer success enablement professional who builds programs that change what launch and implementation teams do in front of customers. You understand the early customer lifecycle, from kickoff and implementation through go-live and the handoff to ongoing success, and you know that a strong launch sets up every downstream outcome. 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 implementation timelines, and time-to-value data, and you come to the table with recommendations.

What you’ll work on

• Build and deliver enablement for the CS Launch Team across the implementation and go-live journey, from kickoff through handoff to ongoing success

• Own measurable launch outcomes such as time to value, time to first value, launch cycle time, and successful go-live rates

• Partner with CS Onboarding to sequence a 30-60-90 day ramp for new launch and implementation team members

• Translate product launch playbooks into implementation-ready guidance, configuration talk tracks, and customer-facing best practices

• Design and maintain certification and role-play content grounded in real implementation and go-live conversations

• Run a regular Gong review rhythm on launch calls to surface coaching themes, friction points, and content gaps

• Coach Launch Team leads on reinforcing trained behaviors so enablement lands in real customer engagements

• Deliver a monthly launch enablement health report covering what is working, what is not, and the top unmet needs

• Use generative AI tools to accelerate content creation, role-play design, and iteration

• Partner with Product, Product Marketing, and the Product Launch and Systems function so launch content stays current with the roadmap

• Other duties as required

What you may have

• 3+ years of experience in customer success, implementation or onboarding, CS enablement, or a related learning and development role

• Experience designing and delivering training for customer-facing implementation or launch teams

• Familiarity with implementation, onboarding, and go-live motions and the metrics that drive them

• Knowledge of instructional design principles and adult learning theory

• Strong facilitation and presentation skills across all levels of the organization

• Comfort with tools such as Gong, and Salesforce

• Ability to analyze engagement and performance data to drive program improvements

• Strong project management skills across multiple concurrent workstreams

Serious bonus points if you have

• Experience in a SaaS or technology company

• Experience enabling implementation, onboarding, or time-to-value improvement

• Proficiency with generative AI tools (Claude, ChatGPT, or similar) for content development and ideation

• Experience in legal tech or a comparable regulated industry

• Relevant customer success or enablement certifications

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 for a Senior Customer Success Revenue Enablement, Launch Team to join our Revenue Enablement team. This role reports to the Senior Manager, Customer Success Enablement and is the dedicated enabler for our CS Launch Team, the group that gets new customers implemented, live, and set up for long-term success.

What your team does

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, Product Marketing, and Revenue Operations 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.

Who you are

You are a customer success enablement professional who builds programs that change what launch and implementation teams do in front of customers. You understand the early customer lifecycle, from kickoff and implementation through go-live and the handoff to ongoing success, and you know that a strong launch sets up every downstream outcome. 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 implementation timelines, and time-to-value data, and you come to the table with recommendations.

What you’ll work on

• Build and deliver enablement for the CS Launch Team across the implementation and go-live journey, from kickoff through handoff to ongoing success

• Own measurable launch outcomes such as time to value, time to first value, launch cycle time, and successful go-live rates

• Partner with CS Onboarding to sequence a 30-60-90 day ramp for new launch and implementation team members

• Translate product launch playbooks into implementation-ready guidance, configuration talk tracks, and customer-facing best practices

• Design and maintain certification and role-play content grounded in real implementation and go-live conversations

• Run a regular Gong review rhythm on launch calls to surface coaching themes, friction points, and content gaps

• Coach Launch Team leads on reinforcing trained behaviors so enablement lands in real customer engagements

• Deliver a monthly launch enablement health report covering what is working, what is not, and the top unmet needs

• Use generative AI tools to accelerate content creation, role-play design, and iteration

• Partner with Product, Product Marketing, and the Product Launch and Systems function so launch content stays current with the roadmap

• Other duties as required

What you may have

• 3+ years of experience in customer success, implementation or onboarding, CS enablement, or a related learning and development role

• Experience designing and delivering training for customer-facing implementation or launch teams

• Familiarity with implementation, onboarding, and go-live motions and the metrics that drive them

• Knowledge of instructional design principles and adult learning theory

• Strong facilitation and presentation skills across all levels of the organization

• Comfort with tools such as Gong, and Salesforce

• Ability to analyze engagement and performance data to drive program improvements

• Strong project management skills across multiple concurrent workstreams

Serious bonus points if you have

• Experience in a SaaS or technology company

• Experience enabling implementation, onboarding, or time-to-value improvement

• Proficiency with generative AI tools (Claude, ChatGPT, or similar) for content development and ideation

• Experience in legal tech or a comparable regulated industry

• Relevant customer success or enablement certifications

This is a new role.

What you will find here:

Compensation is one of the main components of Clio’s 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, London, New York City and Sydney) to be in office min. twice per week.

• Flexible time off policy, with an encouraged 20 days off per year.

• $2000 annual counseling benefit

• RRSP matching and RESP contribution

• Clioversary recognition program with special acknowledgement at 3, 5, 7, and 10 years

The expected salary range for this role is $102,900 to $139,300 CAD. Initial placement within the range is informed by geographic region, experience, and skillset, with room to progress as impact and tenure grow. Final offer amounts will vary based on candidate profile.

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

We're 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, we've 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.