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Clio · 1 day ago

Manager, Customer Success Operations

United States

Full-time

Remote

Mid, Senior Level, Lead/Staff

$132K/yr - $198K/yr

8+ years exp

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. They are currently seeking a Manager, Customer Success Operations to join their Revenue Operations Team, responsible for designing strategies and programs that empower the Customer Success organization to exceed Net Revenue Retention goals. The role involves leading a team of operational experts to enhance the effectiveness of the Customer Launch team and drive global operational transformation.

Artificial Intelligence (AI)CRMLegalLegal TechSoftware

Responsibilities

Leading a team of operations experts that support the Customer Launch teams (Onboarding, Data Migrations, and Professional Services), working closely with their leadership team as an extension of their team

Driving the planning of and owning specific strategic initiatives, programs, and projects in support of the Customer Launch team’s annual goals and quarterly OKRs

Becoming an expert on key metrics, data, processes, and procedures, surfacing key insights or trends, and proposing action plans to drive to targets

Identifying and implementing opportunities to achieve targets, increase efficiency, and deliver an exceptional customer experience

Optimizing the Customer Launch team’s tech stack, including owning the implementation and ongoing optimization of a new Professional Services Automation tool. Making recommendations and implementing enhancements on a continuous basis to ensure the overall tech stack is effective in enabling the business’s strategy and evolving needs

Partnering with Customer Launch team’s leadership stakeholders to participate in and support the planning of their leadership meetings/onsites, MBRs, and other key events and presentations

Supporting cross-functional initiatives, programs, and projects to drive the broader Customer Success organization’s goals and also GTM goals, in partnership with your peers in the Customer Success Operations team and the Revenue Operations team

Qualification

Customer Success OperationsRevenue OperationsProfessional Services OperationsData-driven analysisProfessional Services AutomationProject managementBusiness acumenCommunicationTeam collaborationTime management

Required

8+ years experience in Customer Success Operations, Revenue Operations, or Customer Success Leadership at software companies, with specific experience in Customer Onboarding Operations or Professional Services Operations

Minimum 2+ years as a People Manager, with experience managing high-performing operations professionals

Strong business acumen and understanding of key metrics for Customer Success (Post-Sales) organizations, specifically Onboarding and Professional Services teams

Passionate about designing highly effective and scalable operational solutions to complex challenges by building, experimenting, and iterating continuously. Thrives in a fast paced and rapidly evolving environment with competing priorities

Excellent organization and time management skills; experience creating and maintaining detailed project plans, meeting tight deadlines, and proactively surfacing and mitigating cross-functional 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 and present to stakeholders of all levels, including executives, and cross-functional teams

Strong ability to work both independently and in teams to deliver successful outcomes

Experience as a power user, business admin, or technical admin of Professional Services Automation platforms (ex: Certinia, Rocketlane) or Customer Success platforms (ex: ChurnZero, Gainsight, Planhat)