Director, Customer Success Operations
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:
Develop and deliver GTM initiatives to improve the effectiveness and efficiency of the CS org, including but not limited to:
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
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