Services and Customer Success Operations Manager, Clio
Enterprise
$128.1-192.1k
Salary is applicable to US rates and may vary on further locations
Legal practice management software
Job no longer available
Legal practice management software
1001+ employees
Job no longer available
$128.1-192.1k
Salary is applicable to US rates and may vary on further locations
1001+ employees
Company mission
To transform the legal experience for all.
Role
Who you are
- Relevant Experience: 8+ years experience in Customer Success Operations, Professional Services Operations, Revenue Operations, and/or Customer Success Leadership at software companies, with specific experience supporting high-touch Enterprise Post Sales organizations
- Enterprise Post Sales Context: Strong business acumen and understanding of key metrics for Enterprise Post Sales organizations, specifically Onboarding/Professional Services and Customer Success 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
- Post Sales Tooling Experience: Experience as either a power user, business admin, or technical admin of a Customer Success Platform (ex: Gainsight, ChurnZero) and Professional Services Automation tool (ex: Certinia, Rocketlane)
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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
- In this role, you will be instrumental in building our new Enterprise business unit, with a specific focus on Professional Services and Customer Success operations. Enterprise 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. You must be a builder, someone who can create structure out of ambiguity, translate high-level strategy into concrete workflows, and collaborate with Professional Services, Customer Success, and technical teams to make them happen
- You will closely partner with Enterprise Post Sales Leadership, Customer Success Operations, and cross-functional partners in Revenue Operations
- You will report directly to the Manager of Customer Success Operations in the interim, and then directly to the Director of Revenue Operations (Enterprise) once hired
- Strategic Partnership: Serving as the primary operations business partner for the Enterprise Professional Services and Customer Success teams. You will translate their annual goals (e.g., "Improve NRR," “Increase Services Revenue”) 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 Post Sales teams’ annual goals and quarterly OKRs
- Building the Enterprise Motion: Designing and launching operational workflows for our new Enterprise segment, including projects such as defining High-Touch engagement models and automating Executive Business Review (EBR) prep for our Enterprise Customer Success team and helping to implement a new Professional Services Automation (PSA) tool for our Enterprise Professional Services team
- Engineering the CS Tech Stack: Partnering with the GTM Systems team to translate business requirements into technical realities in key tools that the Enterprise Post Sales team uses (ex: Salesforce, ChurnZero, PSA tool). You won't just make recommendations; you will define the logic, test the solution, and drive the rollout
- Cross-Functional Connection: Leading the "connective tissue" projects that span teams. You will partner 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. You will champion 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 specialized 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 significant funding and benefited from the COVID-era shift toward cloud technologies. More recently, the company has experienced rapid growth following the integration of AI into its platform in 2023. Alongside this, it surpassed $200M in annual recurring revenue (ARR) in mid-2024 and has since grown to an impressive $500M ARR. The company was valued at $5B following a $500M funding round in 2025, with the investment supporting further AI development and platform expansion.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
Company
Company benefits
- Specialized learning and development programs and access to an in-house performance coach
- Equitable compensation for your contributions, regardless of gender, race, or any other identifying factor
- Access to pay transparency on all of our global roles
- Company equity for applicable employees
- RRSP-matching in Canada, 401k in the US, and pension plans in Ireland
- Hybrid model – striking the right balance between the benefits of in person connectivity that in office brings, and the flexibility of remote
- Flexible paid time off (4-week minimum with opportunities for personalization based on individual needs and achievements)
- Parental leave options for birthing and non-birthing parents
- A $500 contribution to your child’s RESP
- Various health, dental, and vision benefits for you and your family, including an Employee and Family Assistance Program
- Virtual and In-person Wellness Programs to support mental and physical health
- Paid time for volunteering through our Clio Gives program
- $2000 annual counseling benefit for CAD Clions
Company HQ
Burnaby, BC
Leadership
Jack Newton
(Founder & CEO)Alongside serving as Clio's CEO since founding the company in 2008, Jack is an Advisor at Athennian, dealcloser, and Logikcull. Previously, they were a Board Member at ROSS Intelligence and a Director of Product Development at Chenomx.
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