Customer Success Operations Manager, Onboarding & Professional Services
Clio · Remote - USA ·
- Work mode
- Remote
- Category
- Customer success
- Experience
- 8+ years
- Visa sponsorship
- Yes
- Company size
- 1000+
- Salary
- USD 128,100 – 192,100 / year
Clio · Remote - USA ·
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.
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 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.
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.
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, RocketLane) 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 GTM and Post Sales systems (ex: Salesforce, Agentforce, Databricks AI Apps, ChurnZero, Gainsight, Certinia, RocketLane). You won't just be making recommendations; you will be defining the logic, testing the solution, and driving the rollout. You will be building directly where required.
Connecting the Dots between Cross-Functional Teams: Leading and executing highly visible, "connective tissue" projects that span teams. You will be partnering with CS Ops, Sales Ops, GTM Systems, IT, Analytics Teams, Product, Finance, customer facing teams, and BI to fix "leaky buckets" in the customer lifecycle (e.g., improving the Sales-to-CS handoff or building early warning signals that flag at-risk customers for proactive outreach).
Being an AI Champion and Elevating RevOps Maturity: Contributing to the continuous improvement of the Revenue Operations team itself. You will be championing better ways of working, from refining project intake to standardizing documentation ensuring we build scalable, low-debt solutions with the future in mind.
Relevant Experience: 8+ years experience in Customer Success Operations, GTM Systems, or Revenue Operations at B2B software companies, with specific experience supporting Professional Services and/or high-volume Customer Onboarding teams.
Onboarding & Professional Services Tooling Experience: Experience as either a power user, business admin, or technical admin of a Professional Services Automation platforms (ex: Certinia, Rocketlane), Customer onboarding platforms (ex: OnRamp), or Customer Success platforms (ex: ChurnZero, Gainsight)
Post-Sale Services Context: Strong business acumen and understanding of key metrics for Customer Success (Post-Sales) organizations, specifically Onboarding and Professional Services teams.
Scale first mindset: You are process-curious and efficiency-obsessed. You have experience redesigning processes and leveraging AI tools (LLMs, agents, automation) 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 at all levels including cross-functionally
Independence and Conscious Collaboration: Strong ability to work both independently but also also work with other teams to deliver successful outcomes
This role is a backfill for an existing position.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, London, New York City and Sydney) to be in office min. twice per week.
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
*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.