Job Description

is more than just a tech companyxe2x80x93we are a global leader that is transforming the legal experience for all by while .Summary:We are currently seeking a Customer Success Operations Specialist to join our Revenue Operations Team. This role is available to candidates in Vancouver or Toronto.What your team does:Revenue Operations has one jobxe2x80x94to drive growth by accelerating our revenue-generating and revenue-retaining teams. We directly support Sales, Marketing, Channel, and Customer Success by providing insights, reducing friction, and enabling teams to be innovative and self-sufficient.Who you are: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 design, implement, and measure strategic programs, initiatives, and processes that enable our Customer Success team to deliver exceptional value to our customers. You have a passion for identifying complex business challenges and designing highly effective and scalable operational solutions, by building, experimenting, and iterating continuously. You will work collaboratively with the Customer Success Operations team, Customer Success (Post-Sales) leadership team, and cross-functional Revenue Operations and Go To Market teams. You will report directly to the Director of Customer Success Operations.What youxe2x80x99ll be doing:Work on strategic programs and projects for the Customer Success department, which is comprised of Onboarding, Data Migrations, Account Management, Scaled and High Touch Customer Success, Education, Professional Services, and Customer Support teams, and ensure their day to day operational needs are metManage the Customer Success Operations teamxe2x80x99s internal intake process on a daily basis, including our help channel and our intake form and board, to ensure that we are responsive to our stakeholdersxe2x80x99 tickets and are able to assign work appropriately to our team membersCollaborate on strategic initiatives, programs, and projects in support of the Customer Success organizationxe2x80x99s annual goals and quarterly OKRs. Proactively identify gaps and design effective solutions across programs, processes, playbooks, systems, and data/analyticsWhat you bring:Minimum 3 years of experience in Customer Success Operations or Revenue Operations at B2B software companiesStrong business acumen and understanding of key metrics for Customer Success (Post-Sales) organizations, including Customer Success Management, Customer Support, Education, and Professional Services teamsExcellent organization and time management skills; experience creating and maintaining detailed project plans, meeting tight deadlines, and proactively surfacing risks and issuesData-driven and analytical; able to use data to measure the business impact of your workExcellent verbal and written communication skills. Ability to communicate with stakeholders of all levels and cross-functional teamsStrong ability to work both independently and in teams to deliver successful outcomesExperience as either a power user or technical admin of a Customer Success Platform (ex: Gainsight, ChurnZero)Support the optimization of our Customer Success departmentxe2x80x99s tech stack, in partnership with our GTM Systems team. Make recommendations and implement enhancements on a continuous basis to ensure the tech stack is effective in enabling the businessxe2x80x99s strategy and evolving needsCollaborate on cross-functional initiatives for the Customer Success department (ex: operational readiness for new product launches), in partnership with your peers in the Customer Success Operations team and the Revenue Operations teamWhat you will find here:Compensation is one of the main components of Clioxe2x80x99s Total Rewards Program. We have developed a series of programs and processes to ensure we are creating fair and competitive pay practices that form the foundation of our human and high-performing culture.Some highlights of our Total Rewards program include:Competitive, equitable salary with top-tier health benefits, dental, and vision insuranceHybrid work environment, with expectation for local Clions (Vancouver, Calgary, Toronto, and Dublin) to be in office min. once per week on our Anchor Day.Flexible time off policy, with an encouraged 20 days off per year.$2000 annual counseling benefitRRSP matching and RESP contributionClioversary recognition program with special acknowledgement at 3, 5, 7, and 10 yearsxe2x80x8bThe full salary range* for this role is $74,800 to $88,000 to $101,200 CAD.Please note there are a separate set of salary bands for other regions based on local currency.*We aim to hire all candidates between the minimum and the midpoint of the full salary range. We reserve the midpoint to the maximum of the salary band for internal employees who demonstrate sustained high performance and impact at Clio. The final offer amount for this role will be dependent on individual experience and skillset of the candidate. Please note there are a separate set of salary bands for other regions based on local currency.Diversity, Inclusion, Belonging and Equity (DIBE) & AccessibilityOur team shows up as their authentic selves, and are united by our mission. We are dedicated to . We pride ourselves in building and fostering an environment where our teams feel included, valued, and enabled to do the best work of their careers, wherever they choose to log in from. We believe that different perspectives, skills, backgrounds, and experiences result in higher-performing teams and better innovation. We are committed to equal employment and we encourage candidates from all backgrounds to apply.Clio provides accessibility accommodations during the recruitment process. Should you require any accommodation, please let us know and we will work with you to meet your needs.Learn more about our culture at

Clio