Services and Customer Success Operations Manager, Enterprise

Clio • Vancouver, BC

36d • 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 Services and Customer Success Operations Manager to join the Enterprise function in 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. 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. 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.

Requirements

• 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)

Responsibilities

• 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.

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: Mid Level
• Education Level: No Education Listed