Clio · 1 day ago
Customer Success Operations Manager
United States
Full-time
Remote
Senior Level, Lead/Staff
$128K/yr - $192K/yr
8+ years expClio 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 currently seeking a Customer Success Operations Manager to join our Revenue Operations Team, responsible for designing strategies and programs that empower the Customer Success organization to exceed Net Revenue Retention goals.
Artificial Intelligence (AI)CRMLegalLegal TechSoftware
Responsibilities
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
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
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
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
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
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)
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
Qualification
Required
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
Strong business acumen and understanding of key metrics for Customer Success (Post-Sales) organizations, specifically Enterprise Customer Success Management teams
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
Strong ability to work both independently but also also work with other right teams to deliver successful outcomes
Experience as either a power user, business admin, or technical admin of a Customer Success Platform (ex: Gainsight, ChurnZero)
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
Company
Clio
Clio provides cloud-based legal practice management software, helping law firms manage cases, billing, and client relationships.
1001-5000 employees
Funding
Current Stage
Late StageTotal Funding
$2.14BKey Investors
New Enterprise AssociatesBessemer Venture PartnersActon Capital
2025-11-10Series G· $500M
2025-11-10Debt Financing· $350M
2024-07-23Series F· $900M
Leadership Team
Jack Newton
CEO and Founder
Jonathan Watson
Chief Technology Officer
Recent News
Calgary Herald
2026-01-08
Canada NewsWire
2025-12-16
Company data provided by crunchbase