Customer Success Operations Manager

Clio | $115,600 to $144,500 CAD (~$85,562-$106,952)

Steph's Notes:

Application is on Workday. My condolences.

We aim to hire all candidates between the minimum and the midpoint of the full salary range. We reserve the midpoint to the maximum of the salary band for internal employees who demonstrate sustained high performance and impact at Clio.

This is the first time I've seen a salary note like this and I actually really like it.

Assuming this isn't just for show and they really are rewarding existing employee work and loyalty, it seems like a green flag to me. Overall, this is a clear job description and I see nothing but positive culture signals, so I'm throwing this in Green Means Go!

Original Job Description: Customer Success Operations Manager

Clio is more than just a tech company–we are a global leader that is 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, Calgary or Toronto. We're also open-minded to a remote employee across Canada 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 design, implement, and measure strategic programs, initiatives, and processes that enable our Customer Success team to deliver exceptional value to our customers. You have a passion for identifying complex business challenges and designing highly effective and scalable operational solutions, by building, experimenting, and iterating continuously. You will work collaboratively with the Customer Success Operations team, Customer Success (Post-Sales) leadership team, and cross-functional Revenue Operations and Go To Market teams. You will report directly to the Director of Customer Success Operations. 

What you’ll be doing:

• Serve as the primary operations business partner for the Customer Success organization at Clio Draft, a business unit within Clio, working closely with their Customer Success leadership team. Support the planning of leadership meetings, onsites, all hands, MBRs/WBRs, and other strategic presentations.
• Collaborate with the broader Customer Success (Post-Sales) leadership team at Clio to proactively identify gaps and design effective solutions across programs, processes, playbooks, systems, and data
• Drive the planning of and own specific strategic initiatives, programs, and projects in support of the Customer Success organization’s annual goals and quarterly OKRs 
• Become an expert on the Customer Success organization’s metrics, data, processes, and procedures, and identify and implement strategies to improve
• Design and launch key initiatives, programs, and processes that drive internal efficiencies, uplevel the effectiveness of our Customer Success team, and deliver greater value to our customers
• Support the management of our Customer Success organization’s tech stack, in partnership with the GTM Systems team. Make recommendations and implement enhancements on a continuous basis to ensure the tech stack is effective in enabling the business’s strategy and evolving needs
• Drive cross-functional initiatives, programs, and projects to drive the Customer Success organization’s goals and broader GTM organization’s goals, in partnership with your peers in the Customer Success Operations team and the Revenue Operations team

What you bring:

• 8+ years experience in Customer Success Operations, Revenue Operations, and/or Customer Success Leadership at software companies
• Strong business acumen and understanding of key metrics for Customer Success (Post-Sales) organizations, including CSM, Customer Support, Education, and Professional Services teams
• Excellent organization and time management skills; experience creating and maintaining detailed project plans, meeting tight deadlines, and proactively surfacing risks and issues 
• Data-driven and analytical; able to use data to measure the business impact of your work
• Excellent verbal and written communication skills. Ability to communicate with stakeholders of all levels including executives
• Strong ability to work both independently and in teams to deliver successful outcomes
• Experience as either a power user or technical admin of a Customer Success Platform (ex: Gainsight, Churn Zero)

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, and Dublin) to be in office min. once per week on our Anchor Day. 
• Flexible time off policy, with an encouraged 20 days off per year.
• $2000 annual counseling benefit
• RRSP matching and RESP contribution 
• Clioversary recognition program with special acknowledgement at 3, 5, 7, and 10 years​

The full salary range* for this role is $115,600 to $144,500 to $173,400 CAD.

*We aim to hire all candidates between the minimum and the midpoint of the full salary range. We reserve the midpoint to the maximum of the salary band for internal employees who demonstrate sustained high performance and impact at Clio. The final offer amount for this role will be dependent on individual experience and skillset of the candidate. Please note there are a separate set of salary bands for other regions based on local currency.

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