Customer Success Operations Manager, Onboarding & Professional Services

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 currently seeking a Customer Success Operations Manager to join our Revenue Operations Team, responsible for designing strategies and programs that empower the Customer Success organization to exceed Net Revenue Retention goals.

Responsibilities:

• 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