Director, Customer Success Operations

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.

Summary:

We are currently seeking a Director of Customer Success Operations to join our Revenue Operations team in Canada (Toronto preferred) or the U.S. Some exceptions might apply.

What your team does:

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

Who you are:

The Director of Customer Success Operations will be a key leader teaming up with customer success leadership 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:

• Visionary strategic leader that will take our current operations to the next level and always plan 10 steps out and years into the future
• Develop and deliver GTM initiatives to improve the effectiveness and efficiency of the CS org, including but not limited to:
  • Segmentation
  • Customer journey development
  • Processes and playbooks
  • Customer Health Scoring
• 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
• Scale systems, processes and workflows to ensure all activities in the CS org are streamlined, efficient and lead to high productivity outputs (ex. Manage our ChurnZero instance to ensure we are getting value from the tool and iterate on our workflows; select new tools to constantly improve the CS org efficiency).
• Provide tactical support on tools, reporting, and data to support our customer experience and operational reporting.

What you may have:

• 3+ years of experience as a Director of CS Operations or 5+ years of experience as  Sr. Manager of CS Operations
• Experience scaling CS operations in organizations 100M+ with demonstrated track record of success
• Roll-up your sleeves/scrappy mentality and someone that can do the work of the ICs– this is not a people management role only
• Comfortable working with data and analytics, using metrics and KPIs to make informed decisions and track the success of CS initiatives
• Ability to cut through the noise and understand big needle movers that will provide impact and scale Clio to the next level
• Ability to design and implement efficient workflows while continuously learning and improving on best practices and industry trends
• Technical expertise in the following tools required: SFDC, ChurnZero or Gainsight, Zendesk, Excel; workforce management tool experience desired
• Management experience required for 4+ employees
• 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
• Ability to travel to or within Canada 1 week per quarter

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

Tagged as: Business Development