Senior Product Manager, Onboarding and Activation

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.

About the role

We are 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.

When a law firm becomes a Clio customer, the first 120 days determine whether they become genuinely embedded in Clio or churn because they never fully adopted the platform. This role owns that critical 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 purchased. The goal is to ensure customers actually use what they have, derive value from it, and build habits that make Clio indispensable to their firm.

This is a focused, high-ownership role for someone who has built onboarding systems, defined activation metrics for different user types, and used data to identify and close gaps where customers drop off. Clio is a multi-product platform (Manage, Grow, Payments, Work, Accounting), and the challenge is ensuring customers use the products they’ve purchased deeply enough for Clio to become integral to their operations. Currently, onboarding follows a single path that doesn’t account for different firm types or roles, and internal tools for Onboarding Specialists and Data Migration teams haven’t kept pace with platform complexity. Your work will reduce time-to-value and fix these gaps.

Responsibilities

• The 120-Day Customer Journey: Own the full onboarding and activation experience from day one through the first 120 days, across all Clio products a customer has access to. Map the journey in detail, including initial setup, first value moment, team adoption, habit formation, and natural discovery of additional products within their subscription. Identify where customers succeed and where they fall off, and design onboarding paths tailored to different firm types and roles.
• Activation and Usage Instrumentation: Define what “activated” means for each Clio product, segmented by customer type and firm. Build or drive instrumentation to track the 120-day journey, including cohort analysis, time-to-first-value, milestone completion rates, drop-off points, and feature adoption depth. Use this data to prioritize improvements and measure impact.
• Internal Tooling for Onboarding and Migration Teams: Own the improvement of internal tools used by Onboarding Specialists and Data Migration teams. Work closely with these teams to identify pain points (e.g., manual processes, slow workflows, lack of visibility) and ship tooling that makes them faster, more effective, and better equipped to handle complex migrations. Treat these teams as internal customers, applying the same rigor as you would for external users.
• In-Product Onboarding and Guidance: Design and ship in-product experiences that guide customers through setup and toward their first meaningful value moments, such as checklists, empty states, contextual tooltips, progress indicators, and in-app guidance. Build surfaces that help customers discover other Clio products they already have access to, at the right moment in their journey.
• Cross-Team Coordination: Partner with Customer Success to align assisted and self-serve onboarding, using their insights to inform your roadmap. Work across the Manage, Work, Grow, Payments, and Accounting product teams to ensure each product’s onboarding experience connects to the broader 120-day journey. Collaborate with Data Migrations to reduce friction in the migration experience and improve first impressions.

Requirements

• You have built onboarding systems before, not just features. You’ve owned an onboarding or activation experience end-to-end: defined activation metrics, built the funnel, identified drop-off points, and shipped improvements that moved the numbers. You can describe a specific onboarding problem you solved, the before/after, and how you measured impact.
• You understand the difference between onboarding for a single user and onboarding for a business with multiple roles, stakeholders, workflows, and team turnover. You have experience with B2B onboarding and its unique challenges.
• You instrument before you optimize. You’ve defined activation metrics from scratch, not just inherited a dashboard. You’re comfortable with cohort analysis, funnel metrics, and time-to-milestone tracking, and you don’t need a data analyst to interpret results (though you know how to collaborate with one for deeper analysis).
• You can work across teams without owning their roadmaps. This role spans multiple product teams, and you’ll need to drive alignment, trust, and influence to ship improvements. You’ve done this before and can share a specific example of driving a cross-team outcome without direct authority.
• You think in journeys, not features. You design for the customer experience as a sequence of moments over time, not as a collection of individual features. Your opinions about what a good first 30, 60, and 90 days look like are grounded in research and data, not just intuition.
• You have built tools for internal teams, not just end customers. You treat internal users (e.g., Onboarding Specialists, Data Migration teams) with the same rigor as external ones: conducting research, defining requirements, and measuring impact. You understand that internal tooling can drive significant onboarding improvements (e.g., a migration tool that reduces setup time by two days is more valuable than a tooltip).
• 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 work to get it out the door without losing what matters, and you don’t wait for perfect conditions.

Qualifications

• 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 discuss.
• 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 clear specs, tight strategy docs, and concise stakeholder updates with minimal back-and-forth.
• Bonus points if you have:
  • Experience in legal tech, vertical SaaS, or professional services where the buyer and 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 like Pendo, Amplitude, Appcues, or Segment.
  • Experience building or owning internal tooling for customer-facing teams (e.g., onboarding, implementation, migrations) alongside customer-facing product work.

Benefits

• Competitive, equitable salary with top-tier health, dental, and vision insurance.
• Hybrid work environment with flexibility for remote work. Local employees in Vancouver, Calgary, Toronto, Dublin, London, New York City, and Sydney are expected in office a minimum of twice per week.
• Flexible time off policy with an encouraged 20 days off per year.
• $2000 annual counseling benefit.
• RRSP matching and RESP contributions (Canada).
• Clioversary recognition program with special acknowledgment at 3, 5, 7, and 10 years.

Pay

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.