Retention Specialist, Customer Support

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 currently seeking a Retention Specialist to join our Customer Support Team in Burnaby, Calgary, or Toronto. The ideal candidate will have a passion for problem solving customer issues, driving value of our products, and finding strategies to drive the retention of our existing customers. What your team does: The Retention Team is responsible for all internal and external inquiries related to account cancellations. They work to reduce churn and maximize the value of our products to our existing customers to drive value and revenue. What you'll work on: Handle external requests related to account cancellations; understand the reason for cancellation and find solutions to retain customers Support our internal teams as the primary point of contact for cancellation requests and potential churn Address customer concerns and coordinate resolutions, as applicable, with our Finance, Billing, Product, Sales, and Customer Success teams; ensure timely delivery of our solutions Collaborate with Support leadership and other stakeholders to ensure our retention efforts are successful; make recommendations for improvements based on data and trends Track and communicate customer feedback to internal stakeholders Own and execute tasks within our tech stack including Salesforce, Gong, and other related tools Other tasks and duties assigned by Customer Support Leadership, as required What you may have: 2+ years of experience in a customer facing support, sales, retention or save environment role Experience providing exceptional customer service, including the ability to problem solve, multi-task, and provide summaries of issue resolution Excellent analytical skills and impeccable verbal and written communication skills, with the ability to convey complicated technical concepts to non-technical audiences Curiosity about law, tech, and AI, as well as an interest in leveraging technology to help people solve problems The desire to win (and have fun) as a member of a high performing team A growth mindset and a sense of optimism and enthusiasm Serious bonus points if you have: Bachelor’s degree (or an expected completion date no later than January 2026 if in your final semester) Experience in the legal industry and/or knowledge of the justice system Experience with our current tech stack: Salesforce, Slack, Gong #LI-Hybrid Compensation and Total Rewards The expected salary range for this role is $68,000 to $92,000 CAD. Other regions have separate salary bands based on local currency. Highlights of our Total Rewards program include: Competitive, equitable salary with top-tier health benefits, dental, and vision insurance Hybrid work environment, with expectation for local Clions to be in office at least twice per week 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 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 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. Legal and Communication Notice We only communicate with candidates through official @clio.com email addresses. Disclaimer: We do not accept resume copies via email, LinkedIn, or any other public platforms. #J-18808-Ljbffr