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, Calgary, or Toronto or remote Canada locations.

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. Within that, your specific role is to ensure our Enterprise and Mid-Market CSMs (approximately 1:5 to 1:50 CSM to customer ratios) can manage complex, high-touch relationships efficiently and hit NRR goals.

This role offers a unique dual challenge:

• Enterprise CS Operations (Build): This 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.

• Mid-Market CS Operations (Scale): This is an established engine that needs upgrading. You will use data and automation to help this team handle higher volumes while maintaining a high quality customer experience.

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To succeed in both areas, 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 will partner directly with Enterprise and Mid-Market Post Sales 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:

• Strategic Partnership: Serving as the primary operations business partner for the Enterprise Customer Success and Mid-Market organization; translating their annual goals (e.g., "Improve NRR," "Increase C-Suite multi-threading") 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 and Mid-Market Customer Success teams’ annual goals and quarterly OKRs.

• Building the Enterprise Motion: Designing and launching workflows for our new Enterprise segment, including defining High-Touch engagement models, automating Executive Business Review (EBR) prep, and building Stakeholder Mapping workflows to manage complex account hierarchies.

• Scaling the Mid-Market Engine: Identifying friction points in our established Mid-Market segment and deploying solutions to handle higher volumes; leveraging AI and Automation to remove manual administrative work from the CSM’s plate.

• Engineering the CS Tech Stack: Partnering with the GTM Systems team to translate business requirements into technical realities in key systems (think Salesforce, ChurnZero, Gainsight); defining the logic, testing the solution, and driving the rollout rather than just making recommendations.

• Cross-Functional Connection: Leading the "connective tissue" projects that span teams; partnering 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 R