Senior Product Manager, Onboarding and Activation

Clio is the global leader in legal AI technology, empowering legal professionals and law firms to work smarter, faster, and more securely. The Senior Product Manager will own the first 120 days of the customer journey, designing onboarding, activation, in-product guidance, instrumentation, and internal tooling that drive sustained usage across Clio’s products. The role will coordinate across product, customer success, onboarding, migration, and data teams to reduce time-to-value and improve customer adoption.

Responsibilities:

• Own the full onboarding and activation experience from day one through the end of the critical first 120 days, across every Clio product a customer has access to
• Map the journey in detail: initial setup, first value moment, team adoption, habit formation, and the natural discovery of additional Clio products within their existing subscription. Understand where customers succeed and where they fall off
• Design onboarding paths that reflect how different firm types and roles actually get value from Clio, moving away from a single default flow toward starting points that are appropriate to the customer
• Define what ‘activated’ means for each Clio product, by customer segment and firm type
• Build or drive the instrumentation you need to make the 120-day journey visible: cohort analysis, time-to-first-value, milestone completion rates, drop-off points, and feature adoption depth
• Use that data to prioritize where to focus, identify the onboarding gaps that are doing the most damage, and measure whether your interventions are working
• Work closely with customers, the Onboarding and Migration team leads to understand where their current tools fall short: what is manual that should be automated, what is slow that should be fast, what is invisible that should be tracked
• Define and ship internal tooling that lets these teams move faster, handle more complex migrations, and give customers a better experience in those critical early days
• Think of these teams as internal customers. Apply the same research, scoping, and instrumentation rigour to their tools as you would to anything a customer uses directly
• Design and ship the in-product experiences that guide customers through setup and toward their first meaningful value moments: checklists, empty states, contextual tooltips, progress indicators, and in-app guidance
• Build the surfaces that help customers discover the other Clio products they already have access to, at the right moment in their journey, when it is genuinely relevant to what they are trying to do
• Partner with Customer Success on the handoff between assisted and self-serve onboarding, and use CS insight into where customers get stuck as a primary input for your roadmap
• Work across the Manage, Work, Grow, Payments and Accounting product teams to ensure that each product has a coherent onboarding experience that connects to the broader 120-day journey
• Partner with Data Migrations to understand the end-to-end migration experience and reduce friction at the point where customers are most vulnerable to a bad first impression

Requirements:

• This role is open to remote applicants across the U.S. and Canada, with the exception of Quebec
• If you are local to one of those hubs you will be expected in office a minimum of two days per week on our Anchor Days
• You have owned an onboarding or activation experience end-to-end: defined what activation means, built the funnel, identified where customers were dropping off, and shipped the improvements that moved the numbers
• You can describe a specific onboarding problem you solved, what the before and after looked like, and how you measured the impact
• You understand the difference between onboarding design for a single user and onboarding design for a business with multiple roles, stakeholders, workflows and team turnover. B2B onboarding is meaningfully different and you have navigated that
• You have defined activation metrics from scratch, not just inherited a dashboard someone else built. You know how to decide what to measure and why it matters
• You are comfortable with cohort analysis, funnel metrics, and time-to-milestone tracking. You do not need a data analyst to interpret results for you, though you know how to work closely with one when you need to go deeper
• When something is not working in onboarding, you can find it in the data before a customer tells you about it
• You have done this before. You can give a specific example of how you drove a cross-team outcome without direct authority, and what it actually took to make it happen
• You naturally think about the customer experience as a sequence of moments over time, not as a collection of individual features. You design for the arc, not just the screen
• You have opinions about what a good first 30, 60, and 90 days should look like for a customer, and those opinions are grounded in research and data, not just intuition
• A meaningful part of this role is building tooling for Onboarding Specialists and Data Migration teams. You are comfortable treating internal users with the same rigour as external ones: doing research, defining requirements, and measuring whether the tool is actually making them faster and more effective
• You understand that internal tooling is often where the most impactful onboarding improvements live. A migration tool that reduces setup time by two days is worth more than a tooltip
• You have worked with customer-facing operational teams before, understood their workflows in depth, and shipped something that meaningfully changed how they do their job
• You have a consistent track record of shipping end-to-end in a B2B SaaS environment: spec, design, build, launch, measure, iterate
• You know how to scope something to get it out the door without losing what matters about it
• You do not wait for perfect conditions. You find the path forward
• Experience building or owning internal tooling for customer-facing teams such as onboarding, implementation, or migrations, alongside customer-facing product work
• 4+ years of product management experience in B2B SaaS
• Hands-on experience owning onboarding, activation, or early lifecycle product work, with measurable successes and failures you can speak to
• Experience defining activation metrics and building or driving the instrumentation to track them
• Demonstrated ability to work across multiple product teams or workstreams without direct authority
• Strong written communication: you can write a clear spec, a tight strategy doc, and a concise stakeholder update without a lot of back and forth
• Experience in legal tech, vertical SaaS, or another professional services context where the buyer and the end user are often different people
• Experience in a multi-product company where customers onboard into a platform over time rather than a single product
• Familiarity with onboarding and analytics tooling: Pendo, Amplitude, Appcues, Segment, or similar