Senior Manager, Customer Success Enablement

Clio is the global leader in legal AI technology, empowering legal professionals and law firms to work smarter, faster, and more securely. The Senior Manager, Customer Success Enablement leads the Customer Success Enablement function, manages a team of enablement professionals, and develops programs that improve onboarding, adoption, expansion, retention, and productivity across Customer Success and Support.

Responsibilities:

• Build and develop a high-performing team of Field Enablement partners who operate as trusted advisors to our Customer Success, Support, and Launch teams
• Own measurable CS outcomes across the customer success organization, including expansion ARR, multi-product attach, retention, and time to ramp for new CSMs across Success and Support
• Build and run a manager coaching enablement program so CS managers reinforce trained behaviors and enablement lands in customer conversations
• Establish a consistent Gong review rhythm on CS calls to surface coaching themes, objection patterns, and content gaps
• Set and report on OKR-tied performance work that connects enablement investment to retention, expansion, and productivity
• Direct the development of AI-assisted content and role-play certification grounded in real expansion and retention conversations
• Ensure lifecycle and product enablement is tailored by segment and motion rather than delivered one size fits all
• Partner with CS leadership, Product Marketing, Product, Revenue Operations, and the Enablement Operations function to align priorities and protect launch-critical work
• Translate launch playbooks into CS-specific talk tracks for onboarding, adoption, upsell, cross-sell, and multi-product attach
• Establish and regularly measure KPIs to assess the value of CS enablement programs, and recommend innovative solutions as the business evolves

Requirements:

• 5+ years of customer success, CS enablement, or related enablement experience, including experience leading or managing a team
• Experience working with enterprise or high-growth SaaS organizations
• Deep understanding of customer success motions such as onboarding, adoption, expansion, and retention
• A track record of tying enablement programs to measurable retention and expansion outcomes
• Strong people leadership skills, with the ability to coach and grow enablers
• Excellent analytical, organizational, and communication skills
• Ability to manage projects from conception to completion and to lead through ambiguity and change
• Excellent strategic, conceptual, and decision-making skills
• Proficiency with generative AI tools (Claude, ChatGPT, or similar) for content development and coaching
• 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
• Relevant customer success or enablement certifications