Customer Success Operations Manager
Clio - Cloud-Based Legal Technology
full-time
Posted on:
Location Type: Hybrid
Location: Vancouver • Canada
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Salary
💰 $128,100 - $192,100 per year
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.
- 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.
- 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 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 OperationsProject ManagementData AnalysisWorkflow DesignAutomationHigh-Touch Engagement ModelsStakeholder MappingOKRsBusiness Requirements Translation
Soft skills
Business AcumenOrganizationTime ManagementCommunicationIndependenceCollaborationProcess ImprovementEfficiencyProblem SolvingRisk Management