Job Title

Overview Services and Customer Success Operations Manager, Enterprise. Location: Vancouver, Calgary, Toronto, or remote across Canada (excluding Qubec) or the US. 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. What youll work on Strategic Partnership: Serve as the primary operations partner for the Enterprise Professional Services and Customer Success teams. Translate annual goals (e.g., improve Net Revenue Retention, increase Services Revenue) into executable operational roadmaps. Initiative Design & Execution: Plan and own strategic initiatives, programs, and projects in support of Enterprise Post Sales teams annual goals and quarterly OKRs. Building the Enterprise Motion: Design and launch operational workflows for the Enterprise segment, including high-touch engagement models and automating Executive Business Review prep. Assist with implementing a new Professional Services Automation (PSA) tool for Enterprise. Engineering the CS Tech Stack: Partner with GTM Systems to translate business requirements into technical solutions in key tools (e.g., Salesforce, ChurnZero, PSA tool). Define logic, test solutions, and drive rollout. Cross-Functional Connection: Lead cross-team projects to fix leaky parts of the customer lifecycle, e.g., Sales-to-Success handoff and standardizing expansion processes, collaborating with CS Ops, Sales Ops, Analytics, Product, and BI. Elevating RevOps Maturity: Contribute to continuous improvement of the Revenue Operations team by refining processes, project intake, and documentation to build scalable solutions. What you bring Relevant Experience: 8+ years in Customer Success Operations, Professional Services Operations, Revenue Operations, or Customer Success Leadership at software companies, with enterprise post-sales focus. Enterprise Post Sales Context: Strong business acumen and understanding of onboarding, professional services, and customer success metrics. Scale-first Mindset: Process-curious and efficiency-obsessed; experience redesigning processes and leveraging AI tools to reduce admin burden; builds systems for ongoing solutions. Organization & Time Management: Ability to create and maintain detailed project plans, meet deadlines, and surface risks. Data-Driven: Use data to guide decisions and measure impact. Communication: Excellent verbal and written communication; able to engage executives and front-line CSMs. Independence & Collaboration: Comfortable working independently and with cross-functional teams. Post-Sales Tooling Experience: Experience as power user or admin of CS platforms (e.g., Gainsight, ChurnZero) and PSA tools (e.g., Certinia, Rocketlane). Benefits & Total Rewards Compensation is part of Clios Total Rewards Program, with highlights including competitive salary, health benefits, dental and vision, hybrid work expectations, flexible time off, EAP, 401k matching, and recognition programs. Notes on location: local hubs in Vancouver, Calgary, Toronto; travel and remote arrangements per policy. EEO & Accessibility Clio is committed to diversity, equity, belonging, and accessibility. We welcome candidates from all backgrounds and provide accommodations during recruitment as needed. Disclaimer We communicate with candidates through official @clio.com email addresses. Learn more about our culture at clio.com/careers. #J-18808-Ljbffr