Customer Success Operations Specialist

Clio
- is more than just a tech company-we are a global leader that is transforming the legal experience for all by
bettering the lives of legal professionals
- while
increasing access to justice
- . Summary:
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, and Customer Success 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. In this role, you will design, implement, and measure strategic programs, initiatives, and processes that enable our Customer Success team to deliver exceptional value to our customers. You have a passion for identifying complex business challenges and designing highly effective and scalable operational solutions, by building, experimenting, and iterating continuously. You will work collaboratively with the Customer Success Operations team, Customer Success (Post-Sales) leadership team, and cross-functional Revenue Operations and Go To Market teams. You will report directly to the Director of Customer Success Operations.

What you’ll be doing:
- Work on strategic programs and projects for the Customer Success department, which is comprised of Onboarding, Data Migrations, Account Management, Scaled and High Touch Customer Success, Education, Professional Services, and Customer Support teams, and ensure their day to day operational needs are met- Manage the Customer Success Operations team’s internal intake process on a daily basis, including our help channel and our intake form and board, to ensure that we are responsive to our stakeholders’ tickets and are able to assign work appropriately to our team members- Collaborate on strategic initiatives, programs, and projects in support of the Customer Success organization’s annual goals and quarterly OKRs. Proactively identify gaps and design effective solutions across programs, processes, playbooks, systems, and data/analytics

What you bring:
- Minimum 3 years of experience in Customer Success Operations or Revenue Operations at B2B software companies- Strong business acumen and understanding of key metrics for Customer Success (Post-Sales) organizations, including Customer Success Management, Customer Support, Education, and Professional Services teams- Excellent organization and time management skills; experience creating and maintaining detailed project plans, meeting tight deadlines, and proactively surfacing 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 with stakeholders of all levels and cross-functional teams- 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 (ex: Gainsight, ChurnZero)- Support the optimization of our Customer Success department’s tech stack, in partnership with our GTM Systems team. Make recommendations and implement enhancements on a continuous basis to ensure the tech stack is effective in enabling the business’s strategy and evolving needs- Collaborate on cross-functional initiatives for the Customer Success department (ex: operational readiness for new product launches), in partnership with your peers in the Customer Success Operations team and the Revenue Operations team

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, and Dublin) to be in office min. once per week on our Anchor Day.- Flexible time off policy, with an encouraged 20 days off per year.- $2000 annual counseling benefit- RRSP matching and RESP contribution- Clioversary recognition program with special acknowledgement at 3, 5, 7, and 10 years

The full salary range* for this role is $74,800 to $88,000 to $101,200 CAD.Please note there are a separate set of salary bands for other regions based on local currency.

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

Clio provides accessibility accommodations during the re