Retention Specialist, Customer Support

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 transforming the legal experience for all by bettering the lives of legal professionals while increasing access to justice. Summary: 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 product value, and finding strategies to increase retention of existing customers. What your team does: The Retention Team handles all internal and external inquiries related to account cancellations, working to reduce churn and maximize the value of our products for existing customers. What you'll work on: Handle external requests related to account cancellations; understand the reason for cancellation and find solutions to retain customers. Serve as the primary point of contact for cancellation requests and potential churn for internal teams. Address customer concerns and coordinate resolutions with Finance, Billing, Product, Sales, and Customer Success teams; ensure timely delivery of solutions. Collaborate with Support leadership and stakeholders to ensure retention efforts are successful; recommend 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 similar role. Excellent customer service skills, including problem solving, multi‑tasking, and summarizing issue resolution. Strong analytical skills and impeccable verbal and written communication, with the ability to explain technical concepts to non‑technical audiences. Curiosity about law, technology, and AI, and an interest in leveraging technology to help people solve problems. A desire to win (and have fun) as part 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 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. This is a new role. What you will find here: Compensation is one of the main components of Clio’s Total Rewards Program. We offer fair and competitive pay practices that form the foundation of our human and high‑performing culture. Some highlights of our Total Rewards program include: Competitive, equitable salary with top‑tier health, dental, and vision insurance. Hybrid work environment; local Clions (Vancouver, Calgary, Toronto, Dublin, and Sydney) are expected to be in the office at least twice per week. Flexible time‑off policy, encouraging 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. The expected salary range for this role is $68,000 to $92,000 CAD, with separate bands for other regions based on local currency. Salary is based on skills, experience, and geographic region. Diversity, Inclusion, Belonging, and Equity (DIBE) & Accessibility: We pride ourselves on building an environment where teams feel included, valued, and empowered to do their best work, wherever they choose to log in from. We are committed to equal employment and encourage candidates from all backgrounds to apply. Clio provides accessibility accommodations during the recruitment process; let us know if you require any accommodation. Learn more about our culture at clio.com/careers. We use artificial intelligence to improve our operations, but a human always reviews AI‑generated output and we never make automated hiring decisions. Disclaimer: We only communicate with candidates through official @clio.com email addresses. #J-18808-Ljbffr