Manager, Customer Success Operations

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.

We are currently seeking a Manager, Customer Success Operations to join our Revenue Operations Team. This role is available to candidates in our Vancouver, Calgary or Toronto hub offices, or remotely across Canada (excluding Québec) or the US.

Revenue Operations has one job: to drive growth by accelerating our revenue-generating and revenue-retaining teams. We directly support Sales, Marketing, Channel, and Customer Success by providing insights, reducing friction, and enabling teams to be innovative and self-sufficient.

You will be working on the Customer Success Operations team in the Revenue Operations department. Your team is responsible for designing strategies, programs, and insights that empower the Customer Success organization to do their best work and exceed Net Revenue Retention goals. 

In this role, you will lead a team of high-performing operational experts that will design, implement, and measure strategic programs, initiatives, and processes that enable our world class Customer Launch team (Onboarding, Data Migrations, and Professional Services) to deliver exceptional value to our customers and drive early product adoption. You will serve as the primary operations partner for our Customer Launch team leadership, partnering with them to drive global operational transformation and scale to ensure we are well-positioned for the next level of Clio’s growth. You and your team will design, implement, and measure strategic programs, initiatives, and processes that enable this team to deliver exceptional value to our customers and drive early product adoption, including:

• Improving the Launch team’s effectiveness and efficiency by optimizing our customer-facing and internal tech stack, including the implementation of in-house and external tools and introducing AI

• Scaling the Launch team’s operations to support high-volume, multi-product, and global onboarding experiences, including digital onboarding programs

• Building Professional Services Operations from the ground up from project creation through to payment collection, including implementing a new Professional Services Automation tool

You will work collaboratively with the Customer Success Operations team, Customer Success leadership team, Revenue Operations, Go To Market teams, Product Management, and Finance. You will report directly to the Director of Customer Success Operations. 

• Leading a team of operations experts that support the Customer Launch teams (Onboarding, Data Migrations, and Professional Services), working closely with their leadership team as an extension of their team

• Driving the planning of and owning specific strategic initiatives, programs, and projects in support of the Customer Launch team’s annual goals and quarterly OKRs

• Becoming an expert on key metrics, data, processes, and procedures, surfacing key insights or trends, and proposing action plans to drive to targets

• Identifying and implementing opportunities to achieve targets, increase efficiency, and deliver an exceptional customer experience

• Optimizing the Customer Launch team’s tech stack, including owning the implementation and ongoing optimization of a new Professional Services Automation tool. Making recommendations and implementing enhancements on a continuous basis to ensure the overall tech stack is effective in enabling the business’s strategy and evolving needs

• Partnering with Customer Launch team’s leadership stakeholders to participate in and support the planning of their leadership meetings/onsites, MBRs, and other key events and presentations

• Supporting cross-functional initiatives, programs, and projects to drive the broader Customer Success organization’s goals and also GTM goals, in partnership with your peers in the Customer Success Operations team and the Revenue Operations team

• 8+ years experience in Customer Success Operations, Revenue Operations, or Customer Success Leadership at software companies, with specific experience in Customer Onboarding Operations or Professional Services Operations

• Minimum 2+ years as a People Manager, with experience managing high-performing operations professionals 

• Strong business acumen and understanding of key metrics for Customer Success (Post-Sales) organizations, specifically Onboarding and Professional Services teams

• Passionate about designing highly effective and scalable operational solutions to  complex challenges by building, experimenting, and iterating continuously. Thrives in a fast paced and rapidly evolving environment with competing priorities

• Excellent organization and time management skills; experience creating and maintaining detailed project plans, meeting tight deadlines, and proactively surfacing and mitigating cross-functional risks and issues 

• Data-driven and analytical; able to use data to measure the business impact of your work

• Excellent verbal and written communication skills. Ability to communicate and present to stakeholders of all levels, including executives, and cross-functional teams

• Strong ability to work both independently and in teams to deliver successful outcomes

• Experience as a power user, business admin, or technical admin of Professional Services Automation platforms (ex: Certinia, Rocketlane) or Customer Success platforms (ex: ChurnZero, Gainsight, Planhat)

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 and Sydney) to be in office minimum twice per week.

• 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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*Our salary bands are designed to reflect the range of skills and experience needed for the position and to allow room for growth at Clio. For experienced individuals, we typically hire at or around the midpoint of the band. The top portion of the salary band is reserved for employees who demonstrate sustained high performance and impact at Clio. Those who are new to the role may join below the midpoint and develop their skills over time. The final offer amount for this role will be dependent on geographical region, applicable experience, and skillset of the candidate.

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.