A remote Customer Success role at Clio.
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Original listing text, shown exactly as published by the company.
To succeed, you must be a builder, someone who can create structure out of ambiguity, translate high-level strategy into concrete workflows, and partner with Customer Success and technical teams to make them happen.
You're naturally curious, up to date on the latest customer onboarding and professional services technology industry best practices, and actively find ways to iterate and apply these learnings to drive outcomes. You balance a systems engineer mindset with a sharp operational instinct, comfortable crafting overarching strategies, managing operational projects, and going deep on the technical side when needed. Databases, workflow automation, and building AI agents are familiar to you. Agile and adaptable, you thrive in a rapidly evolving environment, expertly managing shifting priorities and driving results in a fast-moving, growth-focused organization.
You will partner directly with Professional Services and Launch Leadership to proactively identify friction points and remove them. You will also work collaboratively with the Customer Success Operations team and cross-functional partners in Revenue Operations. You will report directly to the Manager of Customer Success Operations.
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Scaling the Onboarding motion: Identifying friction points in our established customer onboarding process, for each segment, and deploying solutions to handle higher volumes without sacrificing quality. You will be designing and implementing agentic human-in-the-loop experiences and tech-touch digital programs powered by data, telemetry, automation, and AI to remove manual administrative work from Onboarding team members’ plate. You will also be partnering with Product and Customer Marketing to close the gap between our internal onboarding operations and the customer-facing experience.
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Building the end-to-end Professional Services engine: Designing operating models and systems to enable predictable delivery, efficient resource utilization, and clear margin visibility of this nascent function from project scoping through to delivery and payment collection. This includes standardizing project scoping & creation, designing best-in-class delivery workflows, introducing project governance, implementing a Professional Services Automation tool (ex: Certinia, RocketLane) and reporting infrastructure to track key KPIs and performance.
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Initiative Designing & Executing: Partnering closely with Onboarding and Professional Services leadership teams to translate high-level strategy and goals into concrete, executable projects. You will be owning specific strategic initiatives, programs, and projects in support of their annual goals and quarterly OKRs.
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Engineering the CS Tech Stack: Partnering with the GTM Systems team to translate business requirements into technical realities in key GTM and Post Sales systems (ex: Salesforce, Agentforce, Databricks AI Apps, ChurnZero, Gainsight, Certinia, RocketLane). You won't just be making recommendations; you will be defining the logic, testing the solution, and driving the rollout. You will be building directly where required.
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Connecting the Dots between Cross-Functional Teams: Leading and executing highly visible, "connective tissue" projects that span teams. You will be partnering with CS Ops, Sales Ops, GTM Systems, IT, Analytics Teams, Product, Finance, customer facing teams, and BI to fix "leaky buckets" in the customer lifecycle (e.g., improving the Sales-to-CS handoff or building early warning signals that flag at-risk customers for proactive outreach).
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Being an AI Champion and Elevating RevOps Maturity: Contributing to the continuous improvement of the Revenue Operations team itself. You will be championing better ways of working, from refining project intake to standardizing documentation ensuring we build scalable, low-debt solutions with the future in mind.
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Relevant Experience: 8+ years experience in Customer Success Operations, GTM Systems, or Revenue Operations at B2B software companies, with specific experience supporting Professional Services and/or high-volume Customer Onboarding teams.
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Onboarding & Professional Services Tooling Experience: Experience as either a power user, business admin, or technical admin of a Professional Services Automation platforms (ex: Certinia, Rocketlane), Customer onboarding platforms (ex: OnRamp), or Customer Success platforms (ex: ChurnZero, Gainsight)
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Post-Sale Services Context: Strong business acumen and understanding of key metrics for Customer Success (Post-Sales) organizations, specifically Onboarding and Professional Services teams.
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Scale first mindset: You are process-curious and efficiency-obsessed. You have experience redesigning processes and leveraging AI tools (LLMs, agents, automation) to reduce administrative burden. You don't just solve a problem once; you build a system to solve it forever.
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Excellent organization and time management skills; experience creating and maintaining detailed project plans, meeting tight deadlines, and proactively surfacing risks and issues.
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Data-driven approach able to use data to guide and measure the business impact of your work
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Excellent verbal and written communication skills. Ability to communicate with stakeholders at all levels including cross-functionally
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Independence and Conscious Collaboration: Strong ability to work both independently but also also work with other teams to deliver successful outcomes
This role is a backfill for an existing position.
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.
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Clio
Customer Success
22 open roles on Sydicom
Clio is a leading legal technology company. It provides cloud-based legal practice management software for law firms. Its platform helps legal professionals manage cases, clients, billing, and documents more efficiently.
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