Transforming the legal experience for all.

Manager, Customer Success Operations

Customer Success ManagerCustomer SuccessFull TimeRemoteTeam 1,001-5,000Since 2008H1B No SponsorCompany Site LinkedIn

Location

United States

Posted

82 days ago

Salary

$132.2K - $198.2K / year

Bachelor Degree8 yrs expEnglish

Job Description

• Leading a team of operations experts that support the Customer Launch teams (Onboarding, Data Migrations, and Professional Services), working closely with their leadership team as an extension of their team • Driving the planning of and owning specific strategic initiatives, programs, and projects in support of the Customer Launch team’s annual goals and quarterly OKRs • Becoming an expert on key metrics, data, processes, and procedures, surfacing key insights or trends, and proposing action plans to drive to targets • Identifying and implementing opportunities to achieve targets, increase efficiency, and deliver an exceptional customer experience • Optimizing the Customer Launch team’s tech stack, including owning the implementation and ongoing optimization of a new Professional Services Automation tool. Making recommendations and implementing enhancements on a continuous basis to ensure the overall tech stack is effective in enabling the business’s strategy and evolving needs • Partnering with Customer Launch team’s leadership stakeholders to participate in and support the planning of their leadership meetings/onsites, MBRs, and other key events and presentations • Supporting cross-functional initiatives, programs, and projects to drive the broader Customer Success organization’s goals and also GTM goals, in partnership with your peers in the Customer Success Operations team and the Revenue Operations team

Job Requirements

8+ years experience in Customer Success Operations, Revenue Operations, or Customer Success Leadership at software companies, with specific experience in Customer Onboarding Operations or Professional Services Operations
Minimum 2+ years as a People Manager, with experience managing high-performing operations professionals
Strong business acumen and understanding of key metrics for Customer Success (Post-Sales) organizations, specifically Onboarding and Professional Services teams
Passionate about designing highly effective and scalable operational solutions to complex challenges by building, experimenting, and iterating continuously.
Thrives in a fast paced and rapidly evolving environment with competing priorities
Excellent organization and time management skills; experience creating and maintaining detailed project plans, meeting tight deadlines, and proactively surfacing and mitigating cross-functional 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 and present to 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 a power user, business admin, or technical admin of Professional Services Automation platforms (ex: Certinia, Rocketlane) or Customer Success platforms (ex: ChurnZero, Gainsight, Planhat)

Benefits

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