Customer Success Operations Manager

Customer Success Operations Manager – Join Clio, the global leader in legal AI technology.

Clio empowers 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.

We are currently seeking a Customer Success Operations Manager to join our Revenue Operations Team. This role is available to candidates in Vancouver, Calgary, or Toronto, or remote Canada locations.

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

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. Within that, your specific role is to ensure our Enterprise and Mid‑Market CSMs (approximately 1:5 to 1:50 CSM to customer ratios) can manage complex, high‑touch relationships efficiently and hit NRR goals.

This role offers a unique dual challenge:

• Enterprise CS Operations (Build):
  This is a brand new motion for Clio. You are building the car while driving it, structuring the ambiguity of a "0‑to‑1" segment into concrete workflows.
• Mid‑Market CS Operations (Scale):
  This is an established engine that needs upgrading. You will use data and automation to help this team handle higher volumes while maintaining a high‑quality customer experience.

To succeed in both areas you must be a builder who can create structure out of ambiguity, translate high‑level strategy into concrete workflows, and partner with Customer Success and technical teams to make it happen. You will partner directly with Enterprise and Mid‑Market Post Sales Leadership to proactively identify friction points and remove them. You will also work collaboratively with the Customer Success Operations team and cross‑functional partners in Revenue Operations and report directly to the Manager of Customer Success Operations.

• Strategic Partnership:
  Serve as the primary operations business partner for the Enterprise Customer Success and Mid‑Market organization; translate their annual goals into concrete, executable operational roadmaps.
• Initiative Design & Execution:
  Own specific strategic initiatives, programs, and projects in support of the Enterprise and Mid‑Market Customer Success teams’ annual goals and quarterly OKRs.
• Building the Enterprise Motion:
  Design and launch workflows for our new Enterprise segment, including defining High‑Touch engagement models, automating Executive Business Review prep, and building Stakeholder Mapping workflows to manage complex account hierarchies.
• Scaling the Mid‑Market Engine:
  Identify friction points in our established Mid‑Market segment and deploy solutions to handle higher volumes; leverage AI and automation to remove manual administrative work from the CSM’s plate.
• Engineering the CS Tech Stack:
  Partner with the GTM Systems team to translate business requirements into technical realities in key systems (Salesforce, Churn Zero, Gainsight); define logic, test solutions, and drive rollout.
• Cross‑Functional Connection:
  Lead connective‑tissue projects that span teams; partner with CS Ops, Sales Ops, GTM Systems, Analytics, Product, and BI to fix leaky buckets in the customer lifecycle.
• Elevating Rev Ops Maturity:
  Contribute to continuous improvement of the Revenue Operations team itself; champion better ways of working, from refining project intake to standardizing documentation.

• 8+ years experience in Customer Success Operations, Revenue Operations, or Customer Success Leadership at software companies, specifically supporting high‑touch Enterprise CS teams.
• Strong business acumen and understanding of key metrics for Customer Success (Post‑Sales)…