Customer Success Operations Manager, Onboarding & Professional Services

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 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).

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, 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 SMB Customer Launch teams (Onboarding, Data Migrations, and Professional Services) can deliver effectively, efficiently, and hit GRR and early product adoption goals.

Who you are:

To succeed, you must be a builder, someone who can create structure out of ambiguity, translate high-level strategy into concrete workflows, and partner with Customer Success and technical teams to make them happen.

You're naturally curious, up to date on the latest customer onboarding and professional services technology industry best practices, and actively find ways to iterate and apply these learnings to drive outcomes. You balance a systems engineer mindset with a sharp operational instinct, comfortable crafting overarching strategies, managing operational projects, and going deep on the technical side when needed. Databases, workflow automation, and building AI agents are familiar to you.

Agile and adaptable, you thrive in a rapidly evolving environment, expertly managing shifting priorities and driving results in a fast-moving, growth-focused organization.

You will partner directly with Professional Services and Launch 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. You will report directly to the Manager of Customer Success Operations.

What you'll work on:

* Scaling the Onboarding motion:
Identifying friction points in our established customer onboarding process, for each segment, and deploying solutions to handle higher volumes without sacrificing quality. You will be designing and implementing agentic human-in-the-loop experiences and tech-touch digital programs powered by data, telemetry, automation, and AI to remove manual administrative work from Onboarding team members' plate. You will also be partnering with Product and Customer Marketing to close the gap between our internal onboarding operations and the customer-facing experience.

* Building the end-to-end Professional Services engine:
Designing operating models and systems to enable predictable delivery, efficient resource utilization, and clear margin visibility of this nascent function from project scoping through to delivery and payment collection. This includes standardizing project scoping & creation, designing best-in-class delivery workflows, introducing project governance, implementing a Professional Services Automation tool (ex: Certinia, Rocket Lane) and reporting infrastructure to track key KPIs and performance.

* Initiative Designing & Executing:
Partnering closely with Onboarding and Professional Services leadership teams to translate high-level strategy and goals into concrete, executable projects. You will be owning specific strategic initiatives, programs, and projects in support of their annual goals and quarterly OKRs.

* Engineering the CS Tech Stack:
Partnering with the GTM Systems team to translate business requirements into technical realities in key…