Clio - Cloud-Based Legal Technology

Customer Success Operations Manager

Clio - Cloud-Based Legal Technology

full-time

Posted on:

Location Type: Hybrid

Location: Toronto • 🇨🇦 Canada

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Salary

💰 CA$121,600 - CA$182,400 per year

Job Level

SeniorLead

About the role

  • 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.

Requirements

  • 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
  • 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)
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 min. twice per week.
  • Flexible time off policy, with an encouraged 20 days off per year.
  • $2000 annual counseling benefit
  • RRSP matching and RESP contribution
  • 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 OperationsProject ManagementProcess RedesignData AnalysisAI ToolsAutomationStakeholder MappingHigh-Touch Engagement ModelsOperational Roadmaps
Soft skills
Business AcumenOrganizationTime ManagementCommunicationIndependenceCollaborationEfficiency-ObsessedProblem SolvingProactive Risk ManagementDetail Orientation