Customer Success Operations Manager, Onboarding & Professional Services

Job Summary

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

Revenue Operations has one job—to drive growth by accelerating our revenue‑generating and revenue‑retaining teams. We support Sales, Marketing, Channel, Customer Enablement, and Customer Support by providing insights, reducing friction, and enabling teams to be innovative and self‑sufficient. The Customer Success Operations team designs strategies, programs, and insights that empower the Customer Success organization to exceed Net Revenue Retention goals.

• Ensure SMB Customer Launch teams (Onboarding, Data Migrations, and Professional Services) deliver effectively, efficiently, and meet GRR and early product adoption goals.
• Scale the Onboarding motion by identifying friction points in the onboarding process per segment and deploying solutions to handle higher volumes without compromising quality.
• Design and implement agentic human‑in‑the‑loop experiences and tech‑touch digital programs powered by data, telemetry, automation, and AI to remove manual administrative work.
• Partner with Product and Customer Marketing to close the gap between internal onboarding operations and the customer‑facing experience.
• Build the end‑to‑end Professional Services engine, including operating models and systems to enable predictable delivery, efficient resource utilization, and clear margin visibility from project scoping through delivery and payment collection.
• Standardize project scoping and creation, design best‑in‑class delivery workflows, introduce project governance, and implement a Professional Services Automation tool and reporting infrastructure to track key KPIs and performance.
• Own and execute strategic initiatives, programs, and projects that support annual goals and quarterly OKRs in collaboration with Onboarding and Professional Services leadership.
• Translate business requirements into technical realities for key GTM and post‑sales systems (e.g., Salesforce, Agentforce, Databricks AI Apps, Churn Zero, Gainsight, Certinia, Rocket Lane). Define logic, test solutions, drive roll‑out, and build directly when required.
• Lead and execute high‑visibility connective‑tissue projects that span teams and fix leaks in the customer lifecycle (e.g., improve Sales‑to‑CS handoff, build early‑warning signals for at‑risk customers).
• Champion better ways of working, refine project intake, standardize documentation, and build scalable, low‑debt solutions to raise Rev Ops maturity.

• 8+ years of experience in Customer Success Operations, GTM Systems, or Revenue Operations at a B2B software company, supporting Professional Services and/or high‑volume Customer Onboarding teams.
• Experience as a power user, business admin, or technical admin of Professional Services Automation platforms (e.g., Certinia, Rocketlane), Customer onboarding platforms (e.g., OnRamp), or Customer Success platforms (e.g., Churn Zero, Gainsight).
• Strong business acumen and understanding of key Customer Success metrics for Onboarding and Professional Services.
• Process‑curious and efficiency‑obsessed mindset with proven experience redesigning processes and leveraging AI tools (LLMs, agents, automation) to reduce administrative burden.
• Excellent organization, time‑management, and project‑planning skills; ability to meet tight deadlines and proactively surface risks and issues.
• Data‑driven approach that uses data to guide and measure business impact.
• Excellent verbal and written communication skills; ability to communicate with stakeholders at all levels.
• Ability to work independently and collaborate cross‑functionally.

• Salary range: CAD $121,600–$182,400 (plus local currency adjustments).
• Competitive, equitable salary with top‑tier health, dental, and vision insurance.
• Hybrid work environment; local Clio employees expected to be in office at least twice per week.
• Flexible time‑off policy with encouraged 20 days off per year.
• Annual counseling benefit of $2,000, RRSP matching and RESP contribution.
• Recognition program for service anniversaries (3, 5, 7, 10 years).

We believe that different perspectives, skills, backgrounds, and experiences result in higher‑performing teams. We are committed to equal employment and encourage candidates from all backgrounds to apply. Clio provides accessibility accommodations during the recruitment process. If you require any accommodation, please let us know and we will work with you to meet your needs.