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Customer Success Operations Manager
1 day ago
Customer Success Operations Manager – Join Clio, the global leader in legal AI technology. Clio empowers 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 Customer Success Operations Manager to join our Revenue Operations Team. This role is available to candidates in Vancouver, Calgary, or Toronto, or remote Canada locations. What your team does Revenue Operations has one job: to drive growth by accelerating our revenue-generating and revenue-retaining teams. We directly support Sales, Marketing, Channel, Customer Enablement, and Customer Support by providing insights, reducing friction, and enabling teams to be innovative and self-sufficient. Who you are 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. Within that, your specific role is to ensure our Enterprise and Mid‑Market CSMs (approximately 1:5 to 1:50 CSM to customer ratios) can manage complex, high‑touch relationships efficiently and hit NRR goals. This role offers a unique dual challenge: Enterprise CS Operations (Build): This is a brand new motion for Clio. You are building the car while driving it, structuring the ambiguity of a "0‑to‑1" segment into concrete workflows. Mid‑Market CS Operations (Scale): This is an established engine that needs upgrading. You will use data and automation to help this team handle higher volumes while maintaining a high‑quality customer experience. To succeed in both areas you must be a builder who can create structure out of ambiguity, translate high‑level strategy into concrete workflows, and partner with Customer Success and technical teams to make it happen. You will partner directly with Enterprise and Mid‑Market Post Sales Leadership to proactively identify friction points and remove them. You will also work collaboratively with the Customer Success Operations team and cross‑functional partners in Revenue Operations and report directly to the Manager of Customer Success Operations. What you’ll work on Strategic Partnership: Serve as the primary operations business partner for the Enterprise Customer Success and Mid‑Market organization; translate their annual goals into concrete, executable operational roadmaps. Initiative Design & Execution: Own specific strategic initiatives, programs, and projects in support of the Enterprise and Mid‑Market Customer Success teams’ annual goals and quarterly OKRs. Building the Enterprise Motion: Design and launch workflows for our new Enterprise segment, including defining High‑Touch engagement models, automating Executive Business Review prep, and building Stakeholder Mapping workflows to manage complex account hierarchies. Scaling the Mid‑Market Engine: Identify friction points in our established Mid‑Market segment and deploy solutions to handle higher volumes; leverage AI and automation to remove manual administrative work from the CSM’s plate. Engineering the CS Tech Stack: Partner with the GTM Systems team to translate business requirements into technical realities in key systems (Salesforce, ChurnZero, Gainsight); define logic, test solutions, and drive rollout. Cross‑Functional Connection: Lead connective‑tissue projects that span teams; partner with CS Ops, Sales Ops, GTM Systems, Analytics, Product, and BI to fix leaky buckets in the customer lifecycle. Elevating RevOps Maturity: Contribute to continuous improvement of the Revenue Operations team itself; champion better ways of working, from refining project intake to standardizing documentation. What you bring 8+ years experience in Customer Success Operations, Revenue Operations, or Customer Success Leadership at software companies, specifically supporting high‑touch Enterprise CS teams. Strong business acumen and understanding of key metrics for Customer Success (Post‑Sales) organizations, particularly Enterprise CSM teams. Scale‑first mindset: Process‑curious, efficiency‑obsessed, and experienced redesigning processes with AI tools to reduce administrative burden. Excellent organization and time‑management skills; experience creating detailed project plans, meeting tight deadlines, and surfacing risks and issues. Data‑driven approach: Ability to use data to guide and measure business impact. Excellent verbal and written communication skills; able to communicate with stakeholders from executives to front‑line CSMs. Independence and conscious collaboration: Strong ability to work both independently and with right teams to deliver successful outcomes. Customer Success tooling experience: Power user, business admin, or technical admin of a Customer Success platform (e.g., Gainsight, ChurnZero). 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. Total Rewards Highlights Competitive, equitable salary with top‑tier health benefits, dental, and vision insurance. Hybrid work environment; local Clions (Vancouver, Calgary, Toronto, Dublin, Sydney) expected in office minimum twice per week. Flexible time off policy, encouraged 20 days off per year. $2,000 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 $121,600 to $182,400 CAD, with separate bands for other regions based on local currency. Salary bands reflect the range of skills and experience needed. 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 new to the role may join below the midpoint and develop skills over time. The final offer will depend on geographical region, experience, and skill set. Diversity, Inclusion, Belonging, and Equity (DIBE) & Accessibility Our team shows up as their authentic selves and is 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 encourage candidates from all backgrounds to apply. Clio provides accessibility accommodations during the recruitment process. If you require any accommodation, 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. #J-18808-Ljbffr
