Manager of Customer Success Operations, Clio
$132.2-165.2k
Salary is benchmarked based on US rates and may vary depending on the location
More information about location
Legal practice management software
Open for applications
Legal practice management software
1001+ employees
Open for applications
$132.2-165.2k
Salary is benchmarked based on US rates and may vary depending on the location
More information about location
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
- 8+ years experience in Customer Success Operations, Revenue Operations, or Customer Success Leadership at software companies, with specific experience in Customer Onboarding Operations or Professional Services Operations
- Minimum 2+ years as a People Manager, with experience managing high-performing operations professionals
- Strong business acumen and understanding of key metrics for Customer Success (Post-Sales) organizations, specifically Onboarding and Professional Services teams
- Passionate about designing highly effective and scalable operational solutions to complex challenges by building, experimenting, and iterating continuously. Thrives in a fast paced and rapidly evolving environment with competing priorities
- Excellent organization and time management skills; experience creating and maintaining detailed project plans, meeting tight deadlines, and proactively surfacing and mitigating cross-functional 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 and present to stakeholders of all levels, including executives, and cross-functional teams
- Strong ability to work both independently and in teams to deliver successful outcomes
- Experience as a power user, business admin, or technical admin of Professional Services Automation platforms (ex: Certinia, Rocketlane) or Customer Success platforms (ex: ChurnZero, Gainsight, Planhat)
What the job involves
- We are currently seeking a Manager, Customer Success Operations 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, and Customer Success 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 lead a team of high-performing operational experts that will design, implement, and measure strategic programs, initiatives, and processes that enable our world class Customer Launch team (Onboarding, Data Migrations, and Professional Services) to deliver exceptional value to our customers and drive early product adoption
- You will serve as the primary operations partner for our Customer Launch team leadership, partnering with them to drive global operational transformation and scale to ensure we are well-positioned for the next level of Clio’s growth
- You and your team will design, implement, and measure strategic programs, initiatives, and processes that enable this team to deliver exceptional value to our customers and drive early product adoption, including:
- Improving the Launch team’s effectiveness and efficiency by optimizing our customer-facing and internal tech stack, including the implementation of in-house and external tools and introducing AI
- Scaling the Launch team’s operations to support high-volume, multi-product, and global onboarding experiences, including digital onboarding programs
- Building Professional Services Operations from the ground up from project creation through to payment collection, including implementing a new Professional Services Automation tool
- You will work collaboratively with the Customer Success Operations team, Customer Success leadership team, Revenue Operations, Go To Market teams, Product Management, and Finance
- You will report directly to the Director of Customer Success Operations
- Leading a team of operations experts that support the Customer Launch teams (Onboarding, Data Migrations, and Professional Services), working closely with their leadership team as an extension of their team
- Driving the planning of and owning specific strategic initiatives, programs, and projects in support of the Customer Launch team’s annual goals and quarterly OKRs
- Becoming an expert on key metrics, data, processes, and procedures, surfacing key insights or trends, and proposing action plans to drive to targets
- Identifying and implementing opportunities to achieve targets, increase efficiency, and deliver an exceptional customer experience
- Optimizing the Customer Launch team’s tech stack, including owning the implementation and ongoing optimization of a new Professional Services Automation tool. Making recommendations and implementing enhancements on a continuous basis to ensure the overall tech stack is effective in enabling the business’s strategy and evolving needs
- Partnering with Customer Launch team’s leadership stakeholders to participate in and support the planning of their leadership meetings/onsites, MBRs, and other key events and presentations
- Supporting cross-functional initiatives, programs, and projects to drive the broader Customer Success organization’s goals and also GTM goals, in partnership with your peers in the Customer Success Operations team and the Revenue Operations team
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
- 401k 🇺🇸
- 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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