Customer Success Operations Manager

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 Customer Success Operations Manager to join their Revenue Operations Team, responsible for designing strategies and insights to empower the Customer Success organization and exceed Net Revenue Retention goals.

Responsibilities:

• 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
• 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
• 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
• 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
• 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
• 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)
• Contributing to the continuous improvement of the Revenue Operations team itself; championing better ways of working, from refining project intake to standardizing documentation ensuring we build scalable, low-debt solutions

Requirements:

• 8+ years experience in Customer Success Operations, Revenue Operations, and/or Customer Success Leadership at software companies, with specific experience supporting high-touch Enterprise Customer Success Management teams
• Strong business acumen and understanding of key metrics for Customer Success (Post-Sales) organizations, specifically Enterprise Customer Success Management teams
• You are process-curious and efficiency-obsessed. You have experience redesigning processes and leveraging AI tools (LLMs, sentiment analysis) 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 from executives to front line CSMs
• Strong ability to work both independently but also also work with other right teams to deliver successful outcomes
• Experience as either a power user, business admin, or technical admin of a Customer Success Platform (ex: Gainsight, ChurnZero)