Services and Customer Success Operations Manager, Enterprise

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 Services and Customer Success Operations Manager to join the Enterprise function in our Revenue Operations Team, where you will be responsible for designing strategies and operational workflows for the Customer Success organization to exceed Net Revenue Retention goals.

Responsibilities:

• Serving as the primary operations business partner for the Enterprise Professional Services and Customer Success teams
• Executing the planning of and owning specific strategic initiatives, programs, and projects in support of the Enterprise Post Sales teams’ annual goals and quarterly OKRs
• Designing and launching operational workflows for our new Enterprise segment, including projects such as defining High-Touch engagement models and automating Executive Business Review (EBR) prep for our Enterprise Customer Success team and helping to implement a new Professional Services Automation (PSA) tool for our Enterprise Professional Services team
• Partnering with the GTM Systems team to translate business requirements into technical realities in key tools that the Enterprise Post Sales team uses (ex: Salesforce, ChurnZero, PSA tool)
• Leading the '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, Professional Services Operations, Revenue Operations, and/or Customer Success Leadership at software companies, with specific experience supporting high-touch Enterprise Post Sales organizations
• Strong business acumen and understanding of key metrics for Enterprise Post Sales organizations, specifically Onboarding/Professional Services and Customer Success 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) and Professional Services Automation tool (ex: Certinia, Rocketlane)