Senior Customer Success Operations Specialist, Clio
$97.7-132.3k
Legal practice management software
Open for applications
Legal practice management software
1001+ employees
Open for applications
$97.7-132.3k
1001+ employees
Company mission
Clio's mission is to build cloud-based and client-centred technology that will transform the legal experience for all.
Role
Who you are
- 5+ years experience in Customer Success Operations, Revenue Operations, and/or Customer Success Leadership at software companies
- Strong business acumen and understanding of key metrics for Customer Success (Post-Sales) organizations, including Customer Success Management, Customer Support, Education, and Professional Services 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; able to use data to measure the business impact of your work
- Excellent verbal and written communication skills. Ability to communicate with stakeholders of all levels including executives and cross-functional teams
- Strong ability to work both independently and in teams to deliver successful outcomes
- Experience as either a power user or technical admin of a Customer Success Platform (ex: Gainsight, ChurnZero)
What the job involves
- We are currently seeking a Senior Customer Success Operations Specialist to join our Revenue Operations Team
- 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
- 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
- Serve as a key operational business partner for the Customer Enablement organization, which sits within the Customer Success department and is comprised of Onboarding, Data Migrations, Account Management, and Customer Success teams. You will work closely with the Customer Enablement leadership team on strategic programs and projects and also ensure their day to day operational needs are met
- Proactively identify gaps and design effective solutions for the Customer Enablement organization across programs, processes, playbooks, systems, and data/analytics
- Drive the planning of and own specific strategic initiatives, programs, and projects in support of the Customer Enablement organization’s annual goals and quarterly OKRs
- Become an expert on the Customer Enablement organization’s metrics, data, processes, and procedures, and identify and implement strategies to improve these
- Design and launch key initiatives, programs, and processes that drive internal efficiencies, uplevel the effectiveness of our Customer Enablement team, and deliver greater value to our customers
- Support the optimization of our Customer Enablement organization’s 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 business’s strategy and evolving needs
- Drive cross-functional initiatives for the Customer Enablement organization (ex: operational readiness for new product launches), in partnership with your peers in the Customer Success Operations team and the Revenue Operations team
Our take
Modern law firms increasingly manage their work digitally but the lack of a specialised remote solution means that workflows have become fragmented. This leads to legal practice managers having to juggle multiple software solutions across various devices.
Clio provides a legal practice management platform designed for law firms, allowing users to manage billing for legal aid cases, access and manage documents and store files across multiple devices. Whilst other startups are operating in this niche, Clio has uniquely focussed on synchronisation across remote devices and on a wide range of integrations, allowing the user to access information from other industry standard software such as Xero and Klyant from within a single interface.
Clio has raised a large amount of investment capital, most recently in a 2021 Series E round which saw the company attain unicorn status with a valuation exceeding $1 billion. This funding is being used to accelerate its product development, hire additional talent, and for expansion into new markets with a focus on the EMEA region, particularly the UK and Ireland.
Kirsty
Company Specialist
Insights
Some candidates hear
back within 2 weeks
Company
Company benefits
- Company equity
- $500 contribution when you become a parent and/or guardian
- 4-week minimum vacation
- Work from home when you need to (role-specific)
- Parental leave options for moms and dads
- Customizable extended health benefits (including $2000 per year to spend on counseling)
- Wellness programs including an onsite naturopath physiotherapist, and RMT (location-dependent), healthy snacks, and exercise classes
- RRSP-matching
Company values
- Giving Back - we’re committed to creating positive social change in the community
- Creating Better Work Environments - we believe that a diverse and inclusive culture is a competitive advantage that benefits both our employees and customers
- Thriving as a Team - we live by seven core values on how to thrive, have fun, and win as a team
Articles
Leadership
Jack Newton
(CEO)Experience as Director of Product Development for Chenomx Inc. from 2004 to 2009. Advisor for Logikcull.com, dealcloser, and Athennian.
Rian Gauvreau
(Board Member)Experience developing legal technology for Gowling Lafleur Henderson LLP from 2000 to 2008. Graduated the University of British Columbia with an M.B.A. in Strategic Management in 2011.
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