Customer Success Operations Manager, Onboarding & Professional Services

Clio•Vancouver, BC

7d•$130,600 - $195,800•Hybrid

About The Position

Clio is seeking a Customer Success Operations Manager to join their Revenue Operations Team. This role focuses on empowering the Customer Success organization by designing strategies, programs, and insights to achieve Net Revenue Retention goals. The specific focus will be on ensuring the SMB Customer Launch teams (Onboarding, Data Migrations, and Professional Services) deliver effectively and efficiently, meeting GRR and early product adoption targets. The ideal candidate is a builder who can create structure from ambiguity, translate strategy into workflows, and partner with Customer Success and technical teams. They should be curious, up-to-date on industry best practices, and possess a blend of systems engineering and operational skills, with familiarity in databases, workflow automation, and AI agents. The role requires agility in a rapidly evolving environment and the ability to manage shifting priorities. The position reports directly to the Manager of Customer Success Operations.

Requirements

8+ years of experience in Customer Success Operations, GTM Systems, or Revenue Operations at B2B software companies.
Specific experience supporting Professional Services and/or high-volume Customer Onboarding teams.
Experience as a power user, business admin, or technical admin of Professional Services Automation platforms (e.g., Certinia, Rocketlane), Customer onboarding platforms (e.g., OnRamp), or Customer Success platforms (e.g., ChurnZero, Gainsight).
Strong business acumen and understanding of key metrics for Customer Success (Post-Sales) organizations, specifically Onboarding and Professional Services teams.
Process-curious and efficiency-obsessed mindset with experience redesigning processes and leveraging AI tools (LLMs, agents, automation).
Excellent organization and time management skills, with 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 business impact.
Excellent verbal and written communication skills, with the ability to communicate with stakeholders at all levels, including cross-functionally.
Strong ability to work independently and collaboratively with other teams to deliver successful outcomes.

Responsibilities

Scaling the Onboarding motion by identifying and solving friction points to handle higher volumes without sacrificing quality, using AI and automation to reduce manual work.
Partnering with Product and Customer Marketing to align internal onboarding operations with the customer-facing experience.
Building the end-to-end Professional Services engine by designing operating models and systems for predictable delivery, efficient resource utilization, and margin visibility.
Standardizing project scoping and creation, designing delivery workflows, introducing project governance, and implementing a Professional Services Automation tool.
Implementing reporting infrastructure to track key KPIs and performance for Professional Services.
Designing and executing strategic initiatives, programs, and projects in support of annual goals and quarterly OKRs for Onboarding and Professional Services leadership.
Engineering the CS Tech Stack by translating business requirements into technical realities in GTM and Post Sales systems, defining logic, testing solutions, and driving rollouts.
Leading and executing cross-functional projects to fix issues in the customer lifecycle, such as improving the Sales-to-CS handoff or building early warning signals for at-risk customers.
Championing AI and contributing to the continuous improvement of the Revenue Operations team by refining project intake and standardizing documentation for scalable, low-debt solutions.