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 Services and Customer Success Operations Manager to join the Enterprise function in our Revenue Operations Team. This role is available to candidates in our Vancouver, Calgary, or Toronto hub locations, 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, Customer Enablement and Customer Support 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 be instrumental in building our new Enterprise business unit, with a specific focus on Professional Services and Customer Success operations. Enterprise is a brand new motion for Clio. You aren’t tweaking the status quo here; you are building the car while driving it. You will structure the ambiguity of a "0-to-1" segment into concrete workflows. You must be a builder, someone who can create structure out of ambiguity, translate high-level strategy into concrete workflows, and collaborate with Professional Services, Customer Success, and technical teams to make them happen.
You will closely partner with Enterprise Post Sales Leadership, Customer Success Operations, and cross-functional partners in Revenue Operations. You will report directly to the Manager of Customer Success Operations in the interim, and then directly to the Director of Revenue Operations (Enterprise) once hired.
What you’ll work on:Strategic Partnership: Serving as the primary operations business partner for the Enterprise Professional Services and Customer Success teams. You will translate their annual goals (e.g., "Improve NRR," “Increase Services Revenue”) into concrete, executable operational roadmaps.
Initiative Design & Execution: Executing the planning of and owning specific strategic initiatives, programs, and projects in support of the Enterprise Post Sales teams’ annual goals and quarterly OKRs
Building the Enterprise Motion: Designing and launching operational workflows for our new Enterprise segment, including projects such as defining High-Touch engagement models and automating Executive Business Review (EBR) prep for our Enterprise Customer Success team and helping to implement a new Professional Services Automation (PSA) tool for our Enterprise Professional Services team
Engineering the CS Tech Stack: Partnering with the GTM Systems team to translate business requirements into technical realities in key tools that the Enterprise Post Sales team uses (ex: Salesforce, ChurnZero, PSA tool). You won't just make recommendations; you will define the logic, test the solution, and drive the rollout.
Cross-Functional Connection: Leading the "connective tissue" projects that span teams. You will partner with CS Ops, Sales Ops, GTM Systems, Analytics Teams, Product and customer facing teams and BI to fix "leaky buckets" in the customer lifecycle (e.g., improving the Sales-to-Success handoff or standardizing Expansion processes).
Elevating RevOps Maturity: Contributing to the continuous improvement of the Revenue Operations team itself. You will champion better ways of working, from refining project intake to standardizing documentation ensuring we build scalable, low-debt solutions.
Relevant Experience: 8+ years experience in Customer Success Operations, Professional Services Operations, Revenue Operations, and/or Customer Success Leadership at software companies, with specific experience supporting high-touch Enterprise Post Sales organizations
Enterprise Post Sales Context: Strong business acumen and understanding of key metrics for Enterprise Post Sales organizations, specifically Onboarding/Professional Services and Customer Success teams
Scale first mindset: You are process-curious and efficiency-obsessed. You have experience redesigning processes and leveraging AI tools (LLMs, sentiment analysis) to reduce administrative burden. You don't just solve a problem once; you build a system to solve it forever.
Excellent organization and time management skills; experience creating and maintaining detailed project plans, meeting tight deadlines, and proactively surfacing risks and issues
Data-driven approach able to use data to guide and measure the business impact of your work
Excellent verbal and written communication skills. Ability to communicate with stakeholders from executives to front line CSMs
Independence and Conscious Collaboration: Strong ability to work both independently but also also work with other right teams to deliver successful outcomes
Post Sales Tooling Experience: Experience as either a power user, business admin, or technical admin of a Customer Success Platform (ex: Gainsight, ChurnZero) and Professional Services Automation tool (ex: Certinia, Rocketlane)
What you will find here:
Compensation is one of the main components of Clio’s Total Rewards Program. We have developed a series of programs and processes to ensure we are creating fair and competitive pay practices that form the foundation of our human and high-performing culture.
Some highlights of our Total Rewards program include:
Competitive, equitable salary with top-tier health benefits, dental, and vision insurance
Hybrid work environment, with expectation for local Clions (Vancouver, Calgary, Toronto, Dublin and Sydney) to be in office minimum twice per week.
Flexible time off policy, with an encouraged 20 days off per year.
EAP benefits for you and household members, including counseling and online resources
401k matching and Child Education Savings
Clioversary recognition program with special acknowledgement at 3, 5, 7, and 10 years
The expected salary range* for this role is $128,100 to $160,100 to $192,100 USD. There are a separate set of salary bands for other regions based on local currency.*Our salary bands are designed to reflect the range of skills and experience needed for the position and to allow room for growth at Clio. For experienced individuals, we typically hire at or around the midpoint of the band. The top portion of the salary band is reserved for employees who demonstrate sustained high performance and impact at Clio. Those who are new to the role may join below the midpoint and develop their skills over time. The final offer amount for this role will be dependent on geographical region, applicable experience, and skillset of the candidate.
Diversity, Inclusion, Belonging and Equity (DIBE) & Accessibility
Our team shows up as their authentic selves, and are united by our mission. We are dedicated to diversity, equity and inclusion. We pride ourselves in building and fostering an environment where our teams feel included, valued, and enabled to do the best work of their careers, wherever they choose to log in from. We believe that different perspectives, skills, backgrounds, and experiences result in higher-performing teams and better innovation. We are committed to equal employment and we encourage candidates from all backgrounds to apply.
Clio provides accessibility accommodations during the recruitment process. Should you require any accommodation, please let us know and we will work with you to meet your needs.
Learn more about our culture at clio.com/careers
We're a Human and High Performing AI company, meaning we use artificial intelligence to improve all of our operations. In recruitment, AI helps us streamline the process for greater efficiency. However, we've built our systems to ensure that a human always reviews AI-generated output, and we never make automated hiring decisions.
Disclaimer: We only communicate with candidates through official @clio.com email addresses.
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