Manager, Account Management

Location: Toronto

Clio is the global leader in legal AI technology, empowering legal professionals and law firms of every size to work smarter, faster, and more securely.

We are transforming the legal experience for all by bettering the lives of legal professionals while increasing access to justice.

Summary:

The Account Management team is responsible for owning customer success outcomes post onboarding for accounts that don't have a dedicated Customer Success Manager. Clio offers a wide range of features and packages that can take time and effort for customers to adopt to their fullest potential. In order for Clio to achieve our mission of transforming the legal experience for all, we need to support our customers to evolve their practice over time.

This team plays a central role in helping customers move along this evolution path. We provide service engagements to assess their business processes and understand how they can get the most value out of their current offering. We also help identify opportunities where they may benefit from new products, packages or expand usage deeper within their firms. If customers are getting off track, we get to the bottom of the issues to get them to the value they need.

We also support the business as a testing and innovation center as we look at bringing new offerings to market.

We are a dedicated team who enjoy what we do and are serious about making a positive impact on our customers' businesses. We are seeking an experienced customer-first Manager to partner in building the next iteration of the Account Management team.

Who you are:

You are a strategic, tech-forward leader with experience managing both individual contributors and emerging leaders within high-velocity SaaS environments. You thrive at the intersection of process excellence and people leadership, possessing a proven track record of scaling teams and workflows without sacrificing culture. Your background is rooted in sales fundamentals and data-driven management, allowing you to confidently own revenue forecasts, pipeline health, and complex customer escalations.

You are energized by finding ways to optimize and remove friction to reduce admin friction and expedite customer solutions.

An innovator at heart, you possess a "healthy obsession" for the customer experience and experience building Customer Success AI-first workflows. You are not content with the status quo; you actively coach your team toward an AI-driven mindset to unlock new efficiencies in account penetration and retention. Beyond the metrics, you are a dedicated mentor who utilizes situational leadership to develop talent, foster a collaborative environment.

Whether you are refining a conversion funnel or leading a high-stakes negotiation, you bring the grit and agility required to excel in a dynamic, fast-paced startup ecosystem.

As the Manager of Account Management, you will lead a growing team of Team Leads and Account Managers responsible for the retention, growth, and adoption of Clio's suite of Products. You'll play a critical role in building the future of Customer Success at Clio by scaling processes, expanding strategic customer engagement, and fostering a results-driven culture.

You will report to the Director of Account Management and be a key partner in cross-functional leadership forums, customer initiatives, and operational improvement to drive progress against the department's key initiatives (Payments and Scaled Success)

Process & Operational Excellence

* Build and launch new outreach strategies:
Enablement, Playbooks, workflows, iteration post launch

* Partner to refine Account Management Processes & Build new processes to support launch of Core work streams

* Cross-Functional Collaboration:

Work closely with other departments to improve process, increase leads, expedite time to customer solution and reduce admin time

* Leverage CRM and Tools + Launch and Enable new tools for new types of work:
Ensure the team is effectively using the CRM (e.g., Salesforce) and other account management software to track interactions, manage pipelines, and report on activity.

* Innovate AI-first solutions to drive efficiency and customer experience. Coach AI first mindset and innovation on the team

Client Relationship & Retention Strategy

* Oversee Escalations:
Personally manage or provide leadership guidance for customers escalated through Account Management channels. Serve as the primary point of contact for resolving major client issues and escalations, ensuring timely and effective solutions.

* Develop Retention Strategies (Activation /Penetration):
Create and implement proactive strategies to ensure high levels of client satisfaction and retention.

Revenue Growth & Strategic Planning

* Identify Upsell/Cross-sell Opportunities:
Train the team to identify and pursue opportunities for expanding existing accounts.

* Forecasting and Reporting:
Own the team's pipeline funnel forecast+ Future core metrics.. Report on team performance to senior leadership.

* Collaborate with cross…