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Clio Logo Clio · IT - Administration

Manager, Customer Success Operations

Canada; United States, Calgary 132200.00 - 198200.00 USD / Year · Job Posted December 26, 2025
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Job Description

We are currently seeking a Manager, Customer Success Operations to join our Revenue Operations Team. 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. In this role, you will lead a team of high-performing operational experts that will design, implement, and measure strategic programs, initiatives, and processes that enable our world class Customer Launch team to deliver exceptional value to our customers and drive early product adoption.

Job Responsibility

  • Leading a team of operations experts that support the Customer Launch teams (Onboarding, Data Migrations, and Professional Services)
  • Driving the planning of and owning specific strategic initiatives, programs, and projects in support of the Customer Launch team’s annual goals and quarterly OKRs
  • Becoming an expert on key metrics, data, processes, and procedures, surfacing key insights or trends, and proposing action plans to drive to targets
  • Identifying and implementing opportunities to achieve targets, increase efficiency, and deliver an exceptional customer experience
  • Optimizing the Customer Launch team’s tech stack, including owning the implementation and ongoing optimization of a new Professional Services Automation tool
  • Partnering with Customer Launch team’s leadership stakeholders to participate in and support the planning of their leadership meetings/onsites, MBRs, and other key events and presentations
  • Supporting cross-functional initiatives, programs, and projects to drive the broader Customer Success organization’s goals and also GTM goals

Requirements

  • 8+ years experience in Customer Success Operations, Revenue Operations, or Customer Success Leadership at software companies, with specific experience in Customer Onboarding Operations or Professional Services Operations
  • Minimum 2+ years as a People Manager, with experience managing high-performing operations professionals
  • Strong business acumen and understanding of key metrics for Customer Success (Post-Sales) organizations, specifically Onboarding and Professional Services teams
  • Passionate about designing highly effective and scalable operational solutions to complex challenges by building, experimenting, and iterating continuously
  • Excellent organization and time management skills
  • experience creating and maintaining detailed project plans, meeting tight deadlines, and proactively surfacing and mitigating cross-functional risks and issues
  • Data-driven and analytical
  • able to use data to measure the business impact of your work
  • Excellent verbal and written communication skills. Ability to communicate and present to stakeholders of all levels, including executives, and cross-functional teams
  • Strong ability to work both independently and in teams to deliver successful outcomes
  • Experience as a power user, business admin, or technical admin of Professional Services Automation platforms (ex: Certinia, Rocketlane) or Customer Success platforms (ex: ChurnZero, Gainsight, Planhat)

What we offer

  • Competitive, equitable salary with top-tier health benefits, dental, and vision insurance
  • Hybrid work environment, with expectation for local Clions to be in office minimum twice per week
  • Flexible time off policy, with an encouraged 20 days off per year
  • EAP benefits for you and household members, including counseling and online resources
  • 401k matching and Child Education Savings
  • Clioversary recognition program with special acknowledgement at 3, 5, 7, and 10 years
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