Customer Success Manager supporting clients in telecom and AI solutions. Involves customer development and ensuring excellent experiences.
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Hybrid Customer Success Operations Manager – Onboarding, Professional Services
Posted 7 hours ago
About the role
- Customer Success Operations Manager at Clio focusing on onboarding and professional services for B2B legal tech. Analyzing processes and driving efficiencies for customer success teams.
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.
- 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.
- Partnering closely with Onboarding and Professional Services leadership teams to translate high-level strategy and goals into concrete, executable projects.
- 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).
- Leading and executing highly visible, "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, GTM Systems, or Revenue Operations at B2B software companies, with specific experience supporting Professional Services and/or high-volume Customer Onboarding teams.
- Experience as either a power user, business admin, or technical admin of a Professional Services Automation platforms (ex: Certinia, Rocketlane), Customer onboarding platforms (ex: OnRamp), or Customer Success platforms (ex: ChurnZero, Gainsight)
- Strong business acumen and understanding of key metrics for Customer Success (Post-Sales) organizations, specifically Onboarding and Professional Services teams.
- You are process-curious and efficiency-obsessed. You have experience redesigning processes and leveraging AI tools (LLMs, agents, automation) to reduce administrative burden.
- 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 at all levels including cross-functionally.
- Strong ability to work both independently but also also work with other teams to deliver successful outcomes
Benefits
- Competitive, equitable salary with top-tier health benefits, dental, and vision insurance
- Hybrid work environment, with expectation for local Clions to be in office min. twice per week.
- Flexible time off policy, with an encouraged 20 days off per year.
- $2000 annual counseling benefit
- RRSP matching and RESP contribution
- Clioversary recognition program with special acknowledgement at 3, 5, 7, and 10 years
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