Senior Product Manager, Onboarding and Activation

Senior Product Manager, Onboarding and Activation 4 Locations 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 a Senior Product Manager, Onboarding and Activation to join our Product Led Growth team. This role is open to remote applicants across the U.S. and Canada, with the exception of Quebec. We are a remote-first team with hub offices in Burnaby, Calgary, and Toronto. 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. What your team does: When a law firm becomes a Clio customer, the clock starts. The first 120 days determine whether they become a firm that is genuinely embedded in Clio, or one that churns quietly because they never quite got there. This role owns that window. You will design and build the onboarding experiences, activation systems, and in-product guidance that move new customers from signed contract to real, sustained usage across the Clio products they have bought. This is not about selling them more. It is about making sure they actually use what they have, get value from it, and build the habits that make Clio indispensable to how their firm works. This is a focused, high-ownership role. If you have built onboarding systems before, defined what activation actually means for different user types, and used data to identify and close the gaps where customers fall off, you will recognize this work immediately. Clio is now a multi-product platform. Customers may start with Manage, and also have access to Grow, Payments, Work, or Accounting. The challenge is not getting them to buy more products. It is getting them to actually use the ones they have, deeply enough that Clio becomes a genuine part of how their firm operates. Right now, onboarding is largely a single path. It does not reflect how different firm types get value, or the different roles within a firm who need to get up and running. Our Onboarding Specialists and Data Migration teams are doing important work to help customers get set up, but the internal tools they use have not kept pace with the complexity of the platform. Time-to-value is longer than it needs to be — that is what you will fix. Who you are: Before you apply, we’d love for you to take a close look at this section. We have a unique approach to our craft and a specific rhythm to how we work—we want to make sure both truly resonate with you! You have built onboarding systems before, not just features 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 instrument before you optimize 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 can work across teams without owning their roadmaps This role spans multiple product teams. You will not control any of their roadmaps. Getting onboarding improvements shipped will require alignment, trust, and influence across all of them. 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 think in journeys, not features 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. You have built tools for internal teams, not just end customers 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 ship things 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. What you’ll work on: The 120-Day Customer Journey 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. Activation and Usage Instrumentation 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. Internal Tooling for Onboarding and Migration Teams This is a meaningful and distinct part of the role. Our Onboarding Specialists and Data Migration teams work directly with new customers to get them set up. Right now, the tooling they rely on has not kept pace with the complexity of the platform. You will own fixing that. 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. In-Product Onboarding and Guidance 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. Cross-Team Coordination 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. What you may have: 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. Serious bonus points if you have: 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. 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 $137,500 to $186,100 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 .com email addresses. Posted: 2026-08-06T00:00:00.000Z