Customer Success Operations Manager

Clio

1d • Hybrid

About The Position

Clio is the global leader in legal AI technology, empowering legal professionals and law firms of every size to work smarter, faster, and more securely. We are transforming the legal experience for all by bettering the lives of legal professionals while increasing access to justice. Summary: We are currently seeking a Customer Success Operations Manager to join our Revenue Operations Team. This role is available to candidates in Vancouver, Calgary, or Toronto or remote Canada locations. What your team does: 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. Who you are: 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. This role offers a unique dual challenge: 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. 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. 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.

Requirements

• 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)

Responsibilities

• 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.

Benefits

• Competitive, equitable salary with top-tier health benefits, dental, and vision insurance
• Hybrid work environment, with expectation for local Clions (Vancouver, Calgary, Toronto, Dublin and Sydney) to be in office minimum twice per week.
• Flexible time off policy, with an encouraged 20 days off per year.
• EAP benefits for you and household members, including counseling and online resources
• 401k matching and Child Education Savings
• Clioversary recognition program with special acknowledgement at 3, 5, 7, and 10 years

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed
• Number of Employees: 1,001-5,000 employees