Manager, Customer Success Operations

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 transforming the legal experience for all by bettering the lives of legal professionals while increasing access to justice.

Summary: We are currently seeking a Manager, Customer Success Operations to join our Revenue Operations Team. This role is available to candidates in our Vancouver, Calgary or Toronto hub offices, or remotely across Canada (excluding Québec) or the US.

What your team does: Revenue Operations has one job: to drive growth by accelerating our revenue-generating and revenue-retaining teams. We directly support Sales, Marketing, Channel, and Customer Success by providing insights, reducing friction, and enabling teams to be innovative and self-sufficient.

Who you are: You will be working on the Customer Success Operations team in the Revenue Operations department. Your team is responsible for designing strategies, programs, and insights that empower the Customer Success organization to do their best work and exceed Net Revenue Retention goals.

In this role, you will lead a team of high‑performing operational experts that will design, implement, and measure strategic programs, initiatives, and processes that enable our world‑class Customer Launch team (Onboarding, Data Migrations, and Professional Services) to deliver exceptional value to our customers and drive early product adoption. You will serve as the primary operations partner for our Customer Launch team leadership, partnering with them to drive global operational transformation and scale to ensure we are well‑positioned for the next level of Clio’s growth.

You and your team will design, implement, and measure strategic programs, initiatives, and processes that enable this team to deliver exceptional value to our customers and drive early product adoption, including:

• Improving the Launch team’s effectiveness and efficiency by optimizing our customer‑facing and internal tech stack, including the implementation of in‑house and external tools and introducing AI
• Scaling the Launch team’s operations to support high‑volume, multi‑product, and global onboarding experiences, including digital onboarding programs
• Building Professional Services Operations from the ground up from project creation through to payment collection, including implementing a new Professional Services Automation tool

You will work collaboratively with the Customer Success Operations team, Customer Success leadership team, Revenue Operations, Go To Market teams, Product Management, and Finance. You will report directly to the Director of Customer Success Operations.

What you’ll be doing:

• 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

What you bring:

• 8+ years…