Customer Success Operations Manager – Onboarding, Professional Services

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Clio - Cloud-Based Legal Technology

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2008

☁️ SaaS

🔐 Security

SaaS • Legal • Security

Clio is a cloud-based legal technology company that provides comprehensive legal practice management software for law firms. The platform offers a range of solutions including client intake, billing, document management, and calendaring to streamline law firms' operations. Clio is designed to improve the efficiency of legal practices by automating administrative tasks and providing secure, reliable data storage with a strong focus on data security. The software is enhanced with features that accommodate different areas of legal practice, and it integrates with over 250 other tools to optimize workflow for legal professionals. Clio serves solo practitioners as well as small to large law firms worldwide.

📋 Description

• 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. • 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. • Partnering closely with Onboarding and Professional Services leadership teams to translate high-level strategy and goals into concrete, executable projects. • 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). • Leading and executing highly visible, "connective tissue" projects that span teams. • Contributing to the continuous improvement of the Revenue Operations team itself.

🎯 Requirements

• 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. • Experience as either a power user, business admin, or technical admin of Professional Services Automation platforms (ex: Certinia, Rocketlane), Customer onboarding platforms (ex: OnRamp), or Customer Success platforms (ex: ChurnZero, Gainsight) • Strong business acumen and understanding of key metrics for Customer Success (Post-Sales) organizations, specifically Onboarding and Professional Services teams. • You are process-curious and efficiency-obsessed. You have experience redesigning processes and leveraging AI tools (LLMs, agents, automation) to reduce administrative burden. • 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. • Strong ability to work both independently but also also work with other teams to deliver successful outcomes.

🏖️ Benefits

• 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