Customer Success Operations Manager

Clio 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. This role is available to candidates in Vancouver, Calgary, Toronto, or remote Canada locations.

• Serve as the primary operations business partner for Enterprise and Mid‑Market Customer Success, translating annual goals into executable operational roadmaps.
• Own and execute strategic initiatives, programs, and projects supporting the teams’ annual goals and quarterly OKRs.
• Design and launch workflows for our new Enterprise segment, including high‑touch engagement models, Executive Business Review prep, and stakeholder mapping for complex account hierarchies.
• Identify friction points in the Mid‑Market segment and deploy solutions to handle higher volumes, leveraging AI and automation to reduce manual work.
• Partner with the GTM Systems team to translate business requirements into technical solutions in key systems (Salesforce, Churn Zero, Gainsight), define logic, test, and drive rollout.
• Lead cross‑functional connective‑tissue projects that span teams, fixing leaks in the customer lifecycle (e.g., Sales‑to‑Success handoff, expansion processes).
• Contribute to continuous improvement of the Revenue Operations team, championing better ways of working, refining project intake, and standardizing documentation.

• 8+ years experience in Customer Success Operations, Revenue Operations, or Customer Success Leadership at software companies, supporting high‑touch Enterprise CS teams.
• Strong business acumen and deep understanding of key CS metrics and Enterprise CS management.
• Process‑curious, efficiency‑obsessed mindset with experience redesigning processes and leveraging AI tools (LLMs, sentiment analysis) to reduce administrative burden.
• Excellent organization, time‑management, and project‑planning skills; able to meet tight deadlines and proactively surface risks.
• Data‑driven approach, using data to guide and measure business impact.
• Excellent verbal and written communication skills, able to engage stakeholders from executives to front‑line CSMs.
• Independence with a collaborative spirit, working effectively with multiple teams.
• Experience as a power user, business admin, or technical admin of a CS platform (e.g., Gainsight, Churn Zero).

• Competitive, equitable salary ranging from $128,100 to $192,100 USD (regionally adjusted).
• Top‑tier health benefits, dental, and vision insurance.
• Hybrid work environment; local Clions expected to be in office minimum twice per week.
• Flexible time off policy; encouraged 20 days off per year.
• Employee Assistance Program for you and household members.
• 401(k) matching and Child Education Savings.
• Clioversary recognition program at 3, 5, 7, and 10 years.

We are committed to a diverse, equitable, and inclusive environment and encourage candidates from all backgrounds to apply. Clio provides accessibility accommodations during the recruitment process.

Clio is an equal employment opportunity employer and encourages applicants of all backgrounds.

We only communicate with candidates through official  email addresses.