Senior Manager Customer Success Operations

Job Summary

Clio – Cloud-Based Legal Technology, is currently hiring on a vacant job post of Senior Manager Customer Success Operations based in Calgary Alberta Canada. Please read the job detail carefully before applying.

Job Title: Senior Manager Customer Success Operations
Company Name: Clio – Cloud-Based Legal Technology
Job Type: Full Time
Job Location: Calgary Alberta Canada
Salary:
Job Link Expiry: 2022-12-09
Posted on: marketingjobs.pro

Job Detail

Clio is more than just a tech company–we are a global leader that is transforming the legal experience for all by bettering the lives of legal professionals while increasing access to justice .

We are currently seeking a Senior Manager, Customer Success Operations to join our Revenue Operations department in Burnaby , Calgary , or Toronto . This role is also available to remote candidates across Canada, excluding Quebec, and the U.S.

What your team does:

Revenue Operations has one job—to drive growth by accelerating our revenue-generating and revenue-retaining teams. We directly support Sales, Marketing, Channel, Customer Enablement and Customer Support by providing insights, reducing friction, and enabling teams to be innovative and self-sufficient.

Who you are:

The Senior Manager, Customer Success Operations will be a key leader teaming up with customer success leadership team on strategy and operations. This position will report directly to the VP, Revenue Operations and will be intimately involved in supporting all operations functions for customer enablement/success, support and education.

What you’ll work on:

• Define, lead, and track strategic and operational programs to successful completion
• Research and identify productivity improvement opportunities that will help Clio deliver on the best customer experience
• Develop and deliver Go-to-market (GTM) initiatives to improve the effectiveness and efficiency of the CS org, including but not limited to:
• Customer journey development
• Lifecycle management processes and playbooks
• Customer Health Scoring
• GTM and/or adoption campaigns, including collaboration with Marketing, Product / Growth, Data Teams, and Sales Operations
• Processes and playbooks
• Work with key stakeholders to create a highly visible CS operations roadmap, ensuring changes to priorities or timelines are clearly communicated
• Work with the CS leaders to report NRR/Churn and other key CS metrics, as well as build programs to improve it
• Leverage data and analytics to develop, lead, and measure results for the CS org and adoption-related initiatives, programs, and campaigns
• Define, develop, and continuously improve Clio’s renewal process through:
• Renewal segmentation frameworks for efficient management
• Effective field-tested customer engagement strategies
• Scale systems, processes and workflows to ensure all activities in the CS org are streamlined, efficient and lead to high productivity outputs
• Building trust with stakeholders using curiosity and empathy
• Act as a dedicated partner to our CS Leadership team, working in close collaboration with key internal partners, including Systems, Data Insights, Strategic Initiatives, Sales Operations, Revenue Enablement, Finance, and Marketing
• Provide tactical support on tools, reporting, and data to support our customer experience and operational reporting

What you may have:

• 5+ years of experience in a Senior Manager or Director role at a SaaS company
• Experienced leading cross-functional initiatives in mid-sized or large organizations (i.e., 500+ employees)
• Experience leading a team of high-performing CS ops professionals
• Strong verbal and written skills with a strong ability to articulate and communicate strategies and plans
• Demonstrated success with cross-functional coordination, including planning, execution tracking, decision making, and OKR management

Diversity, Inclusion, Belonging and Equity (DIBE) & Accessibility

Our team shows up as their authentic selves, and are united by our mission. We are dedicated to diversity, equity and inclusion . 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.com/careers

About Clio

At Clio, we are on a mission to transform the legal experience for all. As the world’s leading provider of cloud-based legal software, we provide lawyers with low-barrier, affordable solutions to manage and grow their firms more effectively, more profitably, and with better client experiences. Through the cloud, we believe that we can help create a more inclusive legal community and a more equitable legal system.

We are an award-winning team that has been recognized as one of Canada’s Best Managed Companies , Canada’s Most Admired Cultures and has topped Fast Company’s list of Most Innovative Companies . In line with our mission, we’ve been up to some big things, including becoming a multi-product company, launching a $1 million COVID-19 Legal Relief Initiative , and most recently, securing a US$110M Series E funding round and a USD $1.6B valuation.

This is a historic moment in the growth of legal technology! As the first legal practice management unicorn globally, and one of only a handful of Canadian unicorns, this is only the beginning. If you’ve ever wanted to do the best work of your career, while having a meaningful impact in the lives of others, then Clio is the place for you.
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