Clio - Cloud-Based Legal Technology

Manager, Customer Success Operations

Clio - Cloud-Based Legal Technology

full-time

Posted on:

Location Type: Remote

Location: Remote • 🇺🇸 United States

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Salary

💰 $132,200 - $198,200 per year

Job Level

SeniorLead

About the role

  • Leading a team of operations experts that support the Customer Launch teams (Onboarding, Data Migrations, and Professional Services), working closely with their leadership team as an extension of their team
  • Driving the planning of and owning specific strategic initiatives, programs, and projects in support of the Customer Launch team’s annual goals and quarterly OKRs
  • Becoming an expert on key metrics, data, processes, and procedures, surfacing key insights or trends, and proposing action plans to drive to targets
  • Identifying and implementing opportunities to achieve targets, increase efficiency, and deliver an exceptional customer experience
  • Optimizing the Customer Launch team’s tech stack, including owning the implementation and ongoing optimization of a new Professional Services Automation tool. Making recommendations and implementing enhancements on a continuous basis to ensure the overall tech stack is effective in enabling the business’s strategy and evolving needs
  • Partnering with Customer Launch team’s leadership stakeholders to participate in and support the planning of their leadership meetings/onsites, MBRs, and other key events and presentations
  • Supporting cross-functional initiatives, programs, and projects to drive the broader Customer Success organization’s goals and also GTM goals, in partnership with your peers in the Customer Success Operations team and the Revenue Operations team

Requirements

  • 8+ years experience in Customer Success Operations, Revenue Operations, or Customer Success Leadership at software companies, with specific experience in Customer Onboarding Operations or Professional Services Operations
  • Minimum 2+ years as a People Manager, with experience managing high-performing operations professionals
  • Strong business acumen and understanding of key metrics for Customer Success (Post-Sales) organizations, specifically Onboarding and Professional Services teams
  • Passionate about designing highly effective and scalable operational solutions to complex challenges by building, experimenting, and iterating continuously.
  • Thrives in a fast paced and rapidly evolving environment with competing priorities
  • Excellent organization and time management skills; experience creating and maintaining detailed project plans, meeting tight deadlines, and proactively surfacing and mitigating cross-functional risks and issues
  • Data-driven and analytical; able to use data to measure the business impact of your work
  • Excellent verbal and written communication skills. Ability to communicate and present to stakeholders of all levels, including executives, and cross-functional teams
  • Strong ability to work both independently and in teams to deliver successful outcomes
  • Experience as a power user, business admin, or technical admin of Professional Services Automation platforms (ex: Certinia, Rocketlane) or Customer Success platforms (ex: ChurnZero, Gainsight, Planhat)
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

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
Customer Success OperationsRevenue OperationsCustomer Onboarding OperationsProfessional Services OperationsData analysisProject managementOperational solutions designMetrics analysisProcess optimizationCross-functional risk mitigation
Soft skills
LeadershipOrganizational skillsTime managementCommunication skillsAnalytical thinkingProblem-solvingCollaborationAdaptabilityStrategic planningCustomer experience focus