Senior Customer Success Operations Specialist

3 weeks ago

Toronto, Ontario, Canada CLIO Full time
About the Role

We are seeking a highly skilled Senior Customer Success Operations Specialist to join our Revenue Operations team at Clio. As a key member of our team, you will be responsible for designing, implementing, and measuring strategic programs, initiatives, and processes that enable our Customer Success team to deliver exceptional value to our customers.

Key Responsibilities
  • Serve as a key operational business partner for the Customer Enablement organization, working closely with the leadership team on strategic programs and projects.
  • Proactively identify gaps and design effective solutions for the Customer Enablement organization across programs, processes, playbooks, systems, and data/analytics.
  • Drive the planning of and own specific strategic initiatives, programs, and projects in support of the Customer Enablement organization's annual goals and quarterly OKRs.
  • Become an expert on the Customer Enablement organization's metrics, data, processes, and procedures, and identify and implement strategies to improve these.
  • Design and launch key initiatives, programs, and processes that drive internal efficiencies, uplevel the effectiveness of our Customer Enablement team, and deliver greater value to our customers.
  • Support the optimization of our Customer Enablement organization's tech stack, in partnership with our GTM Systems team.
  • Drive cross-functional initiatives for the Customer Enablement organization, in partnership with your peers in the Customer Success Operations team and the Revenue Operations team.
Requirements
  • 5+ years of experience in Customer Success Operations, Revenue Operations, and/or Customer Success Leadership at software companies.
  • Strong business acumen and understanding of key metrics for Customer Success (Post-Sales) organizations.
  • Excellent organization and time management skills, with experience creating and maintaining detailed project plans.
  • Data-driven and analytical, with the ability to use data to measure the business impact of your work.
  • Excellent verbal and written communication skills, with the ability to communicate with stakeholders of all levels.
  • Strong ability to work both independently and in teams to deliver successful outcomes.
  • Experience as either a power user or technical admin of a Customer Success Platform.
About Clio

Clio is a leading provider of cloud-based practice management software for the legal profession. We are committed to delivering exceptional value to our customers through our innovative products and services.

We offer a competitive salary, top-tier health benefits, dental, and vision insurance, a hybrid work environment, flexible time off policy, and a range of other benefits to support your career growth and well-being.

Join our team and be part of a dynamic and innovative organization that is shaping the future of the legal profession.

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