Services and Customer Success Operations Manager – Enterprise
Clio - Cloud-Based Legal Technology
full-time
Posted on:
Location Type: Remote
Location: California • United States
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Salary
💰 $128,100 - $192,100 per year
About the role
- 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.
- 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
- 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
- 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.
- 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).
- 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.
Requirements
- 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
- 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.
- 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 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)
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 & Tools
Customer Success OperationsProfessional Services OperationsRevenue OperationsProject ManagementProcess RedesignData AnalysisAI ToolsSentiment AnalysisOperational WorkflowsMetrics Analysis
Soft Skills
Business AcumenOrganizationTime ManagementCommunicationIndependenceCollaborationEfficiencyProblem SolvingStakeholder EngagementProactive Risk Management