Manager of Customer Success Operations, Clio
$128.1-192.1k
Salary is applicable to US rates and may vary on further locations
Legal practice management software
Open for applications
Legal practice management software
1001+ employees
Open for applications
$128.1-192.1k
Salary is applicable to US rates and may vary on further locations
1001+ employees
Company mission
Clio's mission is to build cloud-based and client-centred technology that will transform the legal experience for all.
Role
Who you are
- To succeed in both areas, you must be a builder, someone who can create structure out of ambiguity, translate high-level strategy into concrete workflows, and partner with Customer Success and technical teams to make them happen
- Relevant Experience: 8+ years experience in Customer Success Operations, Revenue Operations, and/or Customer Success Leadership at software companies, with specific experience supporting high-touch Enterprise Customer Success Management teams
- Enterprise Customer Success Context: Strong business acumen and understanding of key metrics for Customer Success (Post-Sales) organizations, specifically Enterprise Customer Success Management teams
- Scale first mindset: You are process-curious and efficiency-obsessed. You have experience redesigning processes and leveraging AI tools (LLMs, sentiment analysis) to reduce administrative burden. You don't just solve a problem once; you build a system to solve it forever
- Excellent organization and time management skills; experience creating and maintaining detailed project plans, meeting tight deadlines, and proactively surfacing risks and issues
- Data-driven Approach able to use data to guide and measure the business impact of your work
- Excellent verbal and written communication skills. Ability to communicate with stakeholders from executives to front line CSMs
- Independence and Conscious Collaboration: Strong ability to work both independently but also also work with other right teams to deliver successful outcomes
- Customer Success Tooling Experience: Experience as either a power user, business admin, or technical admin of a Customer Success Platform (ex: Gainsight, ChurnZero)
What the job involves
- We are currently seeking a Customer Success Operations Manager to join our Revenue Operations Team
- 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
- 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
- Enterprise CS Operations (Build): This is a brand new motion for Clio. You aren’t tweaking the status quo here; you are building the car while driving it. You will structure 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
- 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
- You will report directly to the Manager of Customer Success Operations
- Strategic Partnership: Serving as the primary operations business partner for the Enterprise Customer Success and Mid-Market organization; translating their annual goals (e.g., "Improve NRR," "Increase C-Suite multi-threading") into concrete, executable operational roadmaps
- Initiative Design & Execution: Executing the planning of and owning 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: Designing and launching workflows for our new Enterprise segment, including defining High-Touch engagement models, automating Executive Business Review (EBR) prep, and building Stakeholder Mapping workflows to manage complex account hierarchies
- Scaling the Mid-Market Engine: Identifying friction points in our established Mid-Market segment and deploying solutions to handle higher volumes; leveraging AI and Automation to remove manual administrative work from the CSM’s plate
- Engineering the CS Tech Stack: Partnering with the GTM Systems team to translate business requirements into technical realities in key systems (think Salesforce, ChurnZero, Gainsight); defining the logic, testing the solution, and driving the rollout rather than just making recommendations
- Cross-Functional Connection: Leading the "connective tissue" projects that span teams; partnering with CS Ops, Sales Ops, GTM Systems, Analytics Teams, Product and customer facing teams and BI to fix "leaky buckets" in the customer lifecycle (e.g., improving the Sales-to-Success handoff or standardizing Expansion processes)
- Elevating RevOps Maturity: Contributing to the continuous improvement of the Revenue Operations team itself; championing better ways of working, from refining project intake to standardizing documentation ensuring we build scalable, low-debt solutions
Our take
Modern law firms increasingly manage their work digitally but the lack of a specialised remote solution means that workflows have become fragmented. This leads to legal practice managers having to juggle multiple software solutions across various devices.
Clio provides a legal practice management platform designed for law firms, allowing users to manage billing for legal aid cases, access and manage documents and store files across multiple devices. Whilst other startups are operating in this niche, Clio has uniquely focussed on synchronisation across remote devices and on a wide range of integrations, allowing the user to access information from other industry standard software such as Xero and Klyant from within a single interface.
Clio has raised a large amount of investment capital and benefited from the COVID-era move to cloud technologies. Most recently, it raised a 2024 Series F round, which saw the company attain a valuation exceeding $3 billion. This funding is being used to accelerate AI development and to allow existing investors and employees to cash out their shares.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
Company
Company benefits
- Company equity
- $500 contribution when you become a parent and/or guardian
- 4-week minimum vacation
- Work from home when you need to (role-specific)
- Parental leave options for moms and dads
- Customizable extended health benefits (including $2000 per year to spend on counseling)
- Wellness programs including an onsite naturopath physiotherapist, and RMT (location-dependent), healthy snacks, and exercise classes
- RRSP-matching
Company HQ
Burnaby, BC
Leadership
Jack Newton
(Founder & CEO)Experience as Director of Product Development for Chenomx Inc. from 2004 to 2009. Advisor for Logikcull.com, dealcloser, and Athennian.
Rian Gauvreau
(Board Member)Experience developing legal technology for Gowling Lafleur Henderson LLP from 2000 to 2008. Graduated the University of British Columbia with an M.B.A. in Strategic Management in 2011.
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