Intermediate Customer Account Manager

Intermediate Customer Account Manager – Customer Success

Location: Burnaby, Calgary, or Toronto.

Overview: This role ensures the health of Clio customers across their lifecycle, boosting adoption and becoming a Clio promoter.

Our Account Management team manages a large and diverse account base, covering various law types, customer personas, firm sizes, and levels of workload, and supports core platforms and AI offerings.

• Proactively engage with a large portfolio of accounts to ensure they are receiving value from Clio.
• Take on additional projects beyond general scope of work while balancing expected case/opportunity outputs.
• Directly impact KPIs such as proactive churn prevention, adoption, expansion, and customer retention, and deliver on various project deliverables.
• Re‑engage customers with Clio usage by leveraging product knowledge, customer personas, and the value available to them.
• Recognize, act upon, and convert revenue opportunities.
• Excel at objection‑handling and minimize discounts by selling product value tailored to client workflows and needs.
• Manage and retain incoming lifecycle opportunities such as refunds and escalations.
• Navigate and de‑escalate challenging customer issues, including refunds and churn conversations.
• Share feedback with the Product organization to ensure customer‑centric product development.
• Lead customer‑driven projects where appropriate.

• 2+ years of Customer Success, Service, or Support experience.
• 2+ years in an account manager or similar function.
• Sales experience and experience working closely with sales organizations.
• Strong interest in improving craft using AI SaaS experience.
• Bonus:
  Experience in legal technology or legal background.
• Bonus:
  Salesforce experience.
• Bonus:
  Experience with generative AI tools.

Compensation range: $76,500 to $90,000 to $103,500 CAD (salary bands vary by region). Additional benefits include:

• Competitive, equitable salary with top‑tier health, dental, and vision benefits.
• Hybrid work environment with minimum attendance of two days per week at local offices.
• Flexible time‑off policy with an encouraged 20 days off per year.
• $2,000 annual counseling benefit.
• RRSP matching and RESP contribution.
• Clioversary recognition program with special acknowledgement at 3, 5, 7, and 10 years.

We are committed to equal employment and encourage candidates from all backgrounds to apply. Clio provides accessibility accommodations during the recruitment process. If you require any accommodation, please let us know and we will work with you to meet your needs.