Senior Manager of Customer Support Operations, Clio

$154.8-232.2k

Our salary bands are designed to reflect the range of skills and experience needed for the position and to allow room for growth at Clio. For experienced individuals, we typically hire at or around the midpoint ($193,500) of the band. The top portion of the salary band is reserved for employees who demonstrate sustained high performance and impact at Clio.

Salesforce

Maven

Zendesk

Expert level

Toronto

Vancouver

Remote from Canada, US

More information about location

Legal practice management software

Open for applications

Legal practice management software

1001+ employees

B2BSecurityComplianceLegalSaaS

Open for applications

$154.8-232.2k

Salesforce

Maven

Zendesk

Expert level

Toronto

Vancouver

Remote from Canada, US

More information about location

1001+ employees

B2BSecurityComplianceLegalSaaS

Company mission

Clio's mission is to build cloud-based and client-centred technology that will transform the legal experience for all.

Job

Company

Role

Who you are

10+ years experience in Customer Success Operations, Revenue Operations, and/or Customer Success Leadership roles, with specific experience in a Customer Support Operations role
Minimum 4+ years as a People Manager
Strong business acumen and understanding of key metrics for Customer Success (Post-Sales) organizations, especially Customer Support and Customer Education 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 mindset; strong ability to use data to measure the business impact of your work
Excellent verbal and written communication skills and 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, business admin, or technical admin of Customer Support platforms across ticket management, chat, and phone (ex: Salesforce Service Cloud, Zendesk, Maven, Talkdesk or comparable platforms)

What the job involves

We are currently seeking a Senior Manager, Customer Support Operations to join our Revenue Operations Team. This role is available to candidates in our Vancouver, Calgary, or Toronto hub locations, or remotely across Canada (excluding Québec) or the US
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
You will serve as the primary operations business partner for our world class Customer Support team that sits within our broader Customer Success department
In this role, you will design, implement, and measure strategic programs, initiatives, and processes that enable our Customer Support 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 Support leadership team, Customer Success Operations team, and cross-functional Revenue Operations and Go To Market teams. You will report directly to the Director of Customer Success Operations
Serving as the primary operations business partner for the global Customer Support team, working closely with the Senior Director of Customer Support and his leadership team and acting as an extension of their team
Leading a lean team of Customer Support Operations experts that own strategic initiatives, programs, and projects in support of the Customer Support organization’s annual goals, quarterly OKRs and projects, and business as usual (BAU) ongoing operational needs
Identifying and implementing operational improvements to enable the Customer Support team to achieve targets, increasing efficiency, and delivering an exceptional customer experience
Optimizing the Customer Support team’s tech stack; making recommendations and implementing enhancements on a continuous basis to ensure the tech stack is effective in enabling the business’s strategy and evolving needs
Becoming an expert on the Customer Support organization’s metrics, data, and processes, surfacing key insights and trends, and proposing action plans to drive to targets
Collaborating with the Support Leadership team to support the planning and execution of Customer Support leadership onsites, Monthly Business Review (MBR) presentation preparation, and other key presentations
Supporting broader cross-functional initiatives (ex: company acquisitions and integrations, new product launches) to drive the Customer Success department’s goals, in partnership with your peers in the Customer Success Operations team and the broader 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

Glassdoor (3.6)

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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