Senior Manager, Customer Support Operations

Summary

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. We are 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 Support Operations to join our Revenue Operations Team. This role is available to candidates in our Vancouver, Calgary, or Toronto hub locations, or remotely across Canada (excluding Québec) or the US.

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, 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.

You will serve as the primary operations business partner for our world class Customer Support team that sits within our broader Customer Success department. In this role, you will design, implement, and measure strategic programs, initiatives, and processes that enable our Customer Support 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 Support leadership team, Customer Success Operations team, and cross-functional Revenue Operations and Go To Market teams. You will report directly to the Director of Customer Success Operations.

What you’ll be doing

• Serving as the primary operations business partner for the global Customer Support team, working closely with the Senior Director of Customer Support and his leadership team and acting as an extension of their team
• Leading a lean team of Customer Support Operations experts that own strategic initiatives, programs, and projects in support of the Customer Support organization’s annual goals, quarterly OKRs and projects, and business as usual (BAU) ongoing operational needs
• Identifying and implementing operational improvements to enable the Customer Support team to achieve targets, increasing efficiency, and delivering an exceptional customer experience
• Optimizing the Customer Support team’s tech stack; making recommendations and implementing enhancements on a continuous basis to ensure the tech stack is effective in enabling the business’s strategy and evolving needs
• Becoming an expert on the Customer Support organization’s metrics, data, and processes, surfacing key insights and trends, and proposing action plans to drive to targets
• Collaborating with the Support Leadership team to support the planning and execution of Customer Support leadership onsites, Monthly Business Review (MBR) presentation preparation, and other key presentations
• Supporting broader cross-functional initiatives (ex: company acquisitions and integrations, new product launches) to drive the Customer Success department’s goals, in partnership with your peers in the Customer Success Operations team and the broader Revenue Operations team

What you bring

• 10+ years experience in Customer Success Operations, Revenue Operations, and/or Customer Success Leadership roles, with specific experience in a Customer Support Operations role
• Minimum 4+ years as a People Manager
• Strong business acumen and understanding of key metrics for Customer Success (Post-Sales) organizations, especially Customer Support and Customer Education teams
• Excellent organization and time management skills; experience creating and maintaining detailed project plans, meeting tight deadlines, and proactively surfacing risks and issues
• Data-driven and analytical mindset; strong ability to use data to measure the business impact of your work
• Excellent verbal and written communication skills and ability to communicate with stakeholders of all levels and cross-functional teams
• Strong ability to work both independently and in teams to deliver successful outcomes
• Experience as either a power user, business admin, or technical admin of Customer Support platforms across ticket management, chat, and phone (ex: Salesforce Service Cloud, Zendesk, Maven, Talkdesk or comparable platforms)

What you will find here

Compensation is one of the main components of Clio’s 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 insurance
• Hybrid work environment, with expectation for local Clions (Vancouver, Calgary, Toronto, Dublin and Sydney) to be in office minimum twice per week.
• Flexible time off policy, with an encouraged 20 days off per year.
• EAP benefits for you and household members, including counseling and online resources
• 401k matching and Child Education Savings
• Clioversary recognition program with special acknowledgement at 3, 5, 7, and 10 years

The expected salary range* for this role is $154,800 to $193,500 to $232,200 USD. There are a separate set of salary bands for other regions based on local currency.

Our salary bands are designed to reflect the range of skills and experience needed for the position and to allow room for growth at Clio. For experienced individuals, we typically hire at or around the midpoint of the band. The top portion of the salary band is reserved for employees who demonstrate sustained high performance and impact at Clio. Those who are new to the role may join below the midpoint and develop their skills over time. The final offer amount for this role will be dependent on geographical region, applicable experience, and skillset of the candidate.

Key skills/competency

• Customer Support Operations
• Revenue Operations
• Customer Success Leadership
• Process Optimization
• Team Management
• Strategic Planning
• Tech Stack Management
• Data Analysis
• Cross-functional Collaboration
• Customer Experience Improvement