General Manager - Phones

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:

Clio is launching Phones, a cloud-native VoIP telephony platform built exclusively for law firms.

We are hiring a General Manager to turn that acquisition into a business and scale it across Clio's SMB base. You will be the accountable cross-functional owner of Clio Phones.

This is a build role. There is a product, an expert team, and an installed base. There is not yet a pricing architecture, a repeatable attach motion, a support model, a forecast, or an operating cadence. You will create all of it, then make it scale.

What you'll own

The business and the plan

• Own Clio Phones performance end to end. You will own the operating metrics from day one, with full P&L ownership as the business matures
• Build the operating plan and investment model with Finance.
• Serve as Clio's market authority on legal-vertical voice — customer needs, category economics, competitive dynamics across legal-specific providers
• Run the business review cadence, own the OKRs, and report performance and recommendations to Clio's executive team

Go-to-market

• Partner with the Sales overlay 
• Partner with Customer Success on implementation
• Partner on launch sequencing, positioning and demand partnership with Marketing
• Own retention and expansion, not just acquisition

People

• Lead, hire and retain domain phone experts 
• Own the milestones, manage the risk, and hit the value-creation targets in the deal thesis

Telecom operations

• Voice is operationally unforgiving. An outage means a firm misses a client call
• Own number inventory and porting at volume: order accuracy, first-pass success, rejection recovery, port timelines, and port-outs treated as retention events
• Own carrier and vendor relationships — SLAs, redundancy, routing quality, rate management, invoice reconciliation against usage — and negotiate the multi-year commercial terms behind them
• Own reliability from the customer's side: uptime targets, monitoring, status page, incident escalation, post-incident review
• Own fraud controls: toll-fraud detection, spend caps, account security

Regulatory and compliance

• Own the recurring compliance calendar with Legal and Tax
• Own telecom tax filing cadence

The team

• Lead a cross-functional pod through influence, with named owners across product, engineering, sales, success, support, legal, tax and finance
• Stand up a dedicated Phones Operations team covering porting, provisioning, carrier escalation and compliance operations. 
• Recruit and develop people who treat AI fluency as part of the craft

The market

• Own the partner portfolio — carriers, hardware, installation — and be the escalation point when a partner misses
• Represent Clio Phones with customers, partners, industry bodies and at Clio events

What you'll bring

Required

• 8+ years in UCaaS, VoIP, CPaaS or telecom, including 4+ years in a senior leadership role owning a voice business line or a voice operations organization
• Deep, hands-on command of number porting, carrier management, 911, and US and Canadian telecom regulation (FCC, CRTC, state commissions)
• Experience launching or scaling phones inside an SMB software company, or running voice operations at a provider serving SMB customers
• Fluency in voice economics: carrier cost, cost to serve, contribution margin, churn. You've owned a number and defended the model behind it
• Enough depth in SIP, networking and session border controllers to challenge engineering and diagnose escalations. You will not be hands-on in the stack
• Executive-level negotiation, including multi-year commercial deals with carriers or channel partners
• Demonstrated results moving GTM and engineering organizations you did not control
• Decision-making under ambiguity. Scope, org design and priorities will move, and you'll define them rather than wait
• Scrappy and structural. You'll do the work yourself when there's no one to delegate to, and build the system so you don't do it twice
• The ability to explain complex telecom problems simply to customers, reps and executives
• Credibility with a professional-services audience. Legal, legaltech or regulated-industry experience is a strong advantage

Preferred

• Launched phones inside a vertical SaaS platform
• Built a porting or voice operations team from scratch
• Integrated an acquired product and team into a larger platform
• Canadian telecom experience

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 to be in office minimum twice per week. (Find your Hub)
• Flexible time off policy, with an encouraged 20 days off per year.
• EAP benefits for you and household members, including counseling and online resources
• 401k matching and Child Education Savings
• Clioversary recognition program with special acknowledgement at 3, 5, 7, and 10 years

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The on-target earnings (OTE) salary range for this role is $262,900 to $394,300 reflecting base salary plus variable compensation at 100% attainment. Variable compensation is not guaranteed and will depend on individual, team, or company performance. 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.